Service Catalog Sprawl
Technology for Empowering End Users
Supporting the Internet of Things
IT Hardware Asset Management
Shadow IT: The Impact on Technical Support and the Opportunities for IT
Service Management Solutions: Where Are We Now?
Opportunities for Healthcare Support Centers to Prove Their Value
Improving Efficiency and Customer Service in Higher Education
The Alignment of Customer and Support Expectations
Problem Management in Technical Support
Desktop Support: Managing Ticket Volume Under Pressure
The Ups and Downs of Resolution Rates
Desktop Support Technology
Mobile Device Support and BYOD: Where Are We Now?
Desktop Support Metrics
External Customer-Facing Technical Support Metrics
Support-on-the-Go: Using Mobile Devices to Provide End-User Support
Desktop Support Through Remote Support
Agent Efficiency in Providing Customer Technical Support
Knowledge Management in Technical Support
Staffing Desktop Support
Inbound Contact Channels
An In-Depth Look at Multichannel Support
Measuring Customer Satisfaction with Support Services
Supporting Desktop Virtualization
Tier 0 (Self-Help) Support
Support Staff Structure
Bring Your Own Device (BYOD): Hot or Not?
Supporting Mobile Devices (2011)
Providing Remote Support to Customers
Ticket Categorization in IT Support
Social Media Use in the Technical Support Center
Boosting and Measuring Employee Satisfaction
Preparing for Change: Current Trends Impacting Support
Supporting Mobile Devices (2010)
Skills for a Successful Support Staff
Sourcing: In, Out, Why?
Virtual Support Teams: What's Working Out There?
Current Trends in Customer Satisfaction Surveying
Success in Rollouts
Performance Metric Utilization