Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. 

VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change. 

This white paper is intended to help support center managers self-assess their center's primary functions and maturity level in order to choose an incident management system that best fits their needs without wasting money on features that will not be used. 

Read this knowledge series paper for the top three myths of knowledge management as they relate to customer service. 

Read how the software and tools SAP provides can help retailers succeed today by understanding their customers, anticipating their needs, and inspiring their loyalty as long-term customers by meeting those needs as they arise. 

In today’s highly competitive economic climate, there is no margin for error when it comes to attracting and retaining customers. Businesses must now offer more channels of communication, more customer options, and faster responses than ever before. 

IT organizations can significantly improve efficiency and reduce operational costs by creating environments with shared access to common data to support Operations and the Service Desk, and evolving and automating key processes between the two groups. 

Watch this webinar to get an overview of Numara's Track It! software solution and free trial download that offers everything needed to manage your Help Desk and IT assets while enabling your organization to cost-effectively employ industry best practices. 

Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. 

The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction. 

Increasing cost controls and unpredictable cost increases are leading many enterprises to rethink how they support their business-to-business (B2B) operations. As a result, many enterprises are choosing to outsource B2B integration by partnering with a managed services provider. 

This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business.