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- 10 ways to develop customer self-sufficiency
- "Make the customer self-sufficient? Are you crazy? I'll be out of a job!" This reaction often follows a suggestion about making customers more self-sufficient and hence, less dependent on an IT department. Yes, if customers can do more by themselves, maybe they will need you less. On...
- Tags: Customer, Question, Help Desk, Call Centers, It Operations, Calvin Sun
- Blog posts 2008-05-14
- Help your end-users make Help Desk calls the right way
- If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who can be irritable and demanding. It helps to counsel your staffers to keep their calm and explain things patiently to the caller, but it may also help to give...
- Tags: Agent, Call, Help Desk, Call Centers, Real Estate, It Operations, Business Operations, Diana Thompson
- Blog posts 2008-05-08
- Is there no career opportunity for the Help Desk pro?
- In a piece published today on Computerworld, Thomas Hoffman writes that people look at the career opportunities for Help Desk pros two ways: One, that the Help Desk is a dead-end job and two, that it is a perfect opportunity to see how a company works and flex your people...
- Tags: Help Desk, Call Centers, Professional Development, It Operations, Career, Toni Bowers
- Blog posts 2008-04-30
- Require help desk analysts to make the most of down time
- Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to perform other duties between calls? Is too much down time a sign the help desk is overstaffed? There's been some fervent debate and...
- Tags: Jeff, Help Desk, Call Centers, It Operations, Bill Detwiler
- Blog posts 2008-04-25
- 10+ dangerous species of help desk callers
- During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this...
- Tags: Caller, Species, Computer, Expert, Userus, Pig Pen, Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-04-25
- Don't expect these five high-tech skills to bring you more money
- If pay rate for a skill is any indication of its value, there are some IT skills that look to be well on their way to extinction. A recent piece from Network World listed the five high-tech skills that don't command the pay that they once did: ...
- Tags: Skill, Help Desk, Programming Languages, Development Tools, Call Centers, Strategy, Middleware, It Operations, Software Development, Software/Web Development, Management, Enterprise Software, Software, Toni Bowers
- Blog posts 2008-05-07
- TR Out Loud - May 9, 2008
- If you haven't gotten wind of the most recent news, you won't want to miss this episode of TR Out Loud. Sure, you'll still hear all the staples, as well -- top five discussions, sweet biscuits, ShhhIT list, and Question of the Week -- at least for the next week....
- Tags: Professional Development, Help Desk, Podcasts, Call Centers, Career, It Operations, Internet, Sonja Thompson
- Blog posts 2008-05-09
- SmarterTrack (exe)
- SmarterTrack 3.x is a robust support Help Desk, Ticket System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant AJAX web interface. SmarterTrack brings the performance of a desktop application to the Web and can be run stand-alone or integrate with your customer...
- Tags: Web, SmarterTools, AJAX, Help Desk, Data Mining, Channel Management, Call Centers, Desktops, Tools & Techniques, Internet, Software/Web Development, Web Development, Web 2.0, It Operations, Enterprise Software, Software, Data Management, Marketing, Hardware, Management
- Software downloads 2008-05-06
- Recognising the signs of help desk burnout
- Do you find help desk work to be a chore lately? Is it hard to get up in the morning and get yourself into the office? Are you finding it harder to pick up the phone and sound cheerful and interested? Do the users get on your nerves these days,...
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-04-18
- Beyond the Hype - The Customer-Engaged Enterprise
- Businesses can easily transform their contact centers to improve customer service and customer relationships. They can do this by using the latest in Presence management to extend the contact center into the enterprise - for contact-handling Agents, and others who support them. Businesses who have taken the first steps in...
- Tags: Siemens AG, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- NICE Systems Case Study: New England Business Services
- New England Business Service, Inc. NEBS operates two contact center sites with over 200 agents. NEBS contact center had previously relied on a competing workforce management product to efficiently operate its center, but efficiency was not being achieved. NEBS had to manually schedule its staff and found it difficult to...
- Tags: Agent, Contact Center, NICE Systems Ltd., Call Centers, Real Estate, Customer Relationship Management (CRM), Workforce Management, Recruitment & Selection, It Operations, Business Operations, Enterprise Software, Software, Human Resources
- Case studies
- CJ CableNet Effectively Manages Distributed Multi-Site Contact Centers With the Avaya IP Contact Center Solution
- When CJ CableNet acquired several local System Operators SOs with different contact center systems, it also assumed the challenge of finding the right IP contact center solution that would centralize the network management of its distributed contact centers. This cable TV company needed a streamlined system that would ensure overall...
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Nefit Buderus B.V. Improves Sales Productivity and Service Effectiveness
- Nefit Buderus B.V., the leading Dutch condensing boiler manufacturer, needed a system that would enable it to increase customer knowledge, become more proactive, and respond more quickly to customer requests. Using Oracle's Siebel Call Center, the company has created a single, comprehensive view of more than 1.5 million customers. Since...
- Tags: Oracle Corp., Siebel Systems Inc., Nefit Buderus B.V., Call Centers, Customer Relationship Management (CRM), Sales Strategy, Product Marketing, Strategy, It Operations, Enterprise Software, Software, Sales, Marketing, Management
- Case studies
- Reasons for Automating a Help Desk
- Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so that your company has a systematic process and record-keeping database to help resolve your customers' problems or issues.
- Tags: Help Desk, Call Centers, It Operations
- White papers
- Call-Type Classification and Unsupervised Training for the Call Center Domain
- This paper describes recent experiments in call-type classification and acoustic modeling for speech recognition in the call center domain. The paper first describes the CU Call Center Corpus, a database of human-to-human conversations recorded from an Information Technology IT Help Desk call center located on the University of Colorado campus...
- Tags: Call-center, Domain, University Of Colorado, Training, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers
- Companies Find Faster Call Resolution Key to Cost Center Profitability
- As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to the U.S. This doesn't need to be cost-prohibitive however. Nearly 80 percent of the time and cost of providing customer service...
- Tags: Customer Service, Kana Software Inc., Call-center, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- White papers
- Large Manufacturing Company Simplifies User Identities With Active Directory Application Mode
- A large U.S. manufacturing company with global operations and many different applications and systems needed to find a new, more efficient way of managing user identities. In particular, the company wanted to streamline logon procedures for users while reducing IT help-desk tasks. The company adopted the Microsoft Active Directory Application...
- Tags: Manufacturing Company, User Identity, Microsoft Corp., Help Desk, Microsoft Windows Active Directory, Call Centers, Directory Services, Manufacturing, It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: SITEL Corporation
- SITEL Corporation supplies customer support services on behalf of many of the world's leading organizations. SITEL's scalable service capabilities and an exceptional track record in the delivery of first-class customer care are the primary reasons leading companies rely on SITEL. The company had a challenge of producing accurate long term...
- Tags: NICE Systems Ltd., SITEL Corp., Call Centers, Product Marketing, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software
- Case studies
- The Letter and the Envelope: Introducing Sophisticated Analytics to Understand Customer Behavior
- Today's typical contact center reporting system uses outdated, ineffective metrics to evaluate customer satisfaction. Like reading the outside of an envelope, people don't get much more than name and address - metrics like average hold time, call duration, etc - that only gives context about the interaction, but not, most...
- Tags: Analytics, Financial Planning, Call Centers, Finance, It Operations
- Webcasts
- Making Self-Service Work: Building the Business Case
- In every planning process, there are pitfalls that can doom a project before it starts, with reverberations throughout the department. IT support leaders need to be able to answer the tough questions when they plan, propose, and defend their internal help desk initiatives. This webcast will explain how to quickly...
- Tags: Business Case, RightAnswers LLC., Help Desk, Call Centers, It Operations
- Webcasts
