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Help Desk Software Solutions: Product Comparison Report, IN-6232

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[ 1 ] Subcategory: IT Management

IT Help Desk Management Bundle

The IT help desk plays a critical role in improving user satisfaction and maintaining productivity throughout an organization. With proper management and investment in people, systems, and processes, the IT service desk can become the focal point for a smooth-running IT organization. This special Computer Economics report bundle includes six of its most popular reports that deal with various aspects of help desk (service desk) management and metrics. These reports are designed to guide IT managers in making critical decisions on the investment in help desk people and technologies. Included are:

Measuring Help Desk Efficiency
Help Desk Staffing Ratios
Help Desk Outsourcing Activity, Trends, And Cost Experience
Service Desk Software Prime Target For Investment Activity
Adoption Rising For Service-Desk Self-Support Tools
Help Desk Salaries

This special bundle, packed with 43 figures and 85 pages of metrics and analysis, is offered with a 50% discount from the total cost of these six reports if purchased separately.

Product ID: CE-4204

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[ 2 ] Subcategory: Call Center

The Rise of Social Networking and Emerging Channels in Customer Service

Oprah Winfrey and Ashton Kutcher use social networking services, making headlines across the globe and raising consumer awareness of these emerging communications channels. But enterprises of all sizes have also begun to engage customers and prospects on social networking services. Much of that activity has been pure marketing, but some leading edge companies have started to offer customer service and support through social networking. This report examines the potential market for customer service provided through online social networking and how that customer service might be expanded to formal contact centers. It looks at the trends driving customer service on social networking sites and provides case studies of current use cases. Additionally, it examines the technological and cultural barriers to having formal contact centers handling social media-driven customer service interactions, as well as the benefits of doing so. It also presents a potential competitive landscape, breaking down vendors that might have a role in this future market. The report provides detail on the following key points:

The explosive growth in online social networking
Upending the model of interaction between customer and company
The ways in which companies have started using social networking to provide customer service
Social media-driven service provided through contact centers
The types of technology providers that will enter this market

Product ID: DM-2304

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[ 3 ] Subcategory: Call Center

Optimizing Your Help Desk Report and Tool Set

Many help desks today are missing out on valuable cost savings opportunities. This report and tool set will help identify the gap between your current and optimized state to reduce costs, improve end user satisfaction and help desk efficiency through modifications to your people, process, and technology. This package includes the following report and tools: Optimizing Your Help Desk ReportThis 65-page report in PowerPoint format will assist you in the optimization of your help desk by:

Identifying improvements that can be made to increase end user satisfaction and perception
Demonstrating how to simplify the help desk and improve efficiency metrics
Reducing the help desk annual cost per user and tickets per user
And much more…

Help Desk Optimization Tool This Excel tool guides you in determining your current and optimal help desk maturity level and identifies areas for process improvements and efficiency gains. Help Desk Tracking Tool This Excel tool can be used every quarter to gauge your progress towards cost reduction and call avoidance. As you progress along the maturity continuum, this tool will enable you to easily graph your success through inputting a few key metrics.

Product ID: IN-6304

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[ 4 ] Subcategory: Call Center

Help Desk Software: Which Type Is Right for You?

This report examines the two major classes of help desk software solutions and their associated tools. Coverage includes the following areas:

A conceptual comparison of help desk tracking solutions and IT service management suites.
A functionality-based differentiation of the two solution types.
Key factors to include in the decision-making process.

Product ID: IN-6457

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[ 5 ] Subcategory: Call Center

Contact Center Optimization (Review Report)

Contact center technology is migrating from proprietary, premises-based hardware TDM voice platforms to a suite of standards-based IP multimedia software applications. This has led to the creation of a number of new market entrants. However, it also presents challenges for existing vendors. All vendors need to understand both the adoption of these new technologies and the migration paths chosen by more established end-users in the more mature markets. This review report is composed of market, strategy and technology focused briefs which explore the size, potential, scope and nature of the contact center optimization market. It provides readers with a complete overview of this rapidly changing market and explores the strategies necessary for success. It includes:

The Market For Contact Center Optimization Technologies (Market Focus)
Surviving The Optimization Evolution (Strategy Focus)
Contact Center Optimization Technologies (Technology Focus)

Product ID: DM-1412

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[ 6 ] Subcategory: Central and South America

The Mexican Outsourcing Opportunity

This Brief provides an assessment of Mexico's call center market in general and the outsourcing industry in particular. It sizes the outsourcing market as well as provides detailed analysis of the factors affecting outsourcing growth.

Product ID: DMB-0847

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