Help Desk Best Practices

While trying to examine some of the dilemmas a help desk manager can face, it is sometimes helpful to consider hypothetical cases. Consider this first case involving a fictitious company. Productive workers currently staff a companys help desk and the company expects call volume to increase because ...

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Selecting Help Desk Software

Businesses these days are under tremendous pressure to boost revenue and cut costs. One way to achieve both goals is to increase meet customer needs better. This can have the affect of cutting down on support calls and boosting revenue.

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Help Desk and Sales

In an effort to generate additional sales, some companies have done the unthinkable by asking help desk agents to generate sales during service calls. For these companies, this change is definitely working.

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Help Desk Automation: Build or Buy

Developing software in-house involves a long-term commitment in terms of time and money from developers that already have too much to do and not enough time to do it.

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Help Desk Software: Losing Business?

It's great when customers speak up and give a business feedback, whether it's positive or negative. Unfortunately, not all customers feel confident enough or have enough time to speak up.

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Software: Helping Customers

Customer care cannot exist without customer interactions. Resolving customer issues typically requires many separate contacts to obtain results.

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Help Desk Software - Offshoring

Locating call centers in third-world countries rather than in the U.S., a phenomenon known as offshoring, has been the trend in recent years, with companies exporting their call center operations to countries like India, the Philippines, Africa and Central America.

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Help Desk Software: Web Based

Competitive pressures and tough economic times often force companies to do more with fewer resources. This critical issue, productivity, spans all industries and resonates with organizations large and small.

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