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Help Desk White Papers

Providing next-generation, browser-based customer support with Motorola eCare

Overview It's no secret that customers are the lifeblood of any organization. And as the expectations for superior customer service increase, organizations are realizing the need to arm their reps with the right interactive tools necessary to resolve the customer issue quickly and securely. With this increased investment comes increased accountability for any help desk software that may be implemented.

In this white paper you'll learn about:

Business drivers affecting customer relationship management
Cost challenges for help desks and call centers
An on-demand remote support solution that complements existing support tools to deliver improved call center ROI and customer satisfaction

Further White Paper Details
Publisher	Motorola	File Format	PDF
Date Published	July 2007	Downloads	109
Format	White Papers
Topics	Help Desk, Infrastructure Management, Customer Support Services, VPNs, MSP, Service Level Management, Cost Control - Risk Mgmt., Resources Mgmt., ROI - TCO, IT Reliability, Remote Access - RA Servers

Did you find this white paper useful? 2 out of 7 users found this white paper useful

Menage à trois - the truth about users, vendors and consultants

Don Galles, senior manager, European analyst relations for Siebel, said his customer satisfaction figures speak for themselves - average ROI is 10 months and average revenue goes up 16 per cent. With enterprises concerned with keeping this cosy...

Channel:
Comment & Analysis

Siebel - getting to know the gorilla

Siebel sales reps are also paid according to satisfaction - six quarters late. Half of annual bonuses are based directly on measured customer satisfaction. A Siebel VP, for example, might get half his annual salary as a bonus, so 25 per cent of his...

Channel:
Comment & Analysis

BT: The quest to provide good service

We have a very clear and detailed view of what the drivers for customer satisfaction are. Improving customer satisfaction was one of the key planks of the blueprint for the new, customer-friendly BT that CEO Ben Verwaayen and BT Retail chief Pierre...

Channel:
Comment & Analysis

Microsoft puts CRM plans on hold

CRM systems are intended to help companies keep track of sales leads, customer accounts and service requests -- thereby improving sales force productivity and customer satisfaction. Microsoft has shelved plans to release a 2.0 version of its...

Firms told CRM 'not just a switch you can flick on'

But companies must understand their customers and their own business before they make major investment in the technology to synch the two - understanding that investment in technology does not give them a divine right to customer satisfaction.

Channel:
Applications
Tags:
crm

Shared services help tech innovation

The CSD has implemented a customer relationship management solution in the call centre that has seen staff resolve 80 per cent of public queries at first contact, compared to 60 per cent previously. Councils need to collaborate more with the...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

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