White Papers

In a bilingual virtual support model, the support team would be comprised of remote agents, or virtual support professionals, with the capacity to handle multilingual customer interactions. The deployed model of support would leverage existing VoIP technology, as well as the incident management and IT support tools required to provide seamless customer support.

Service quality is certainly in the eyes of the beholder, and the customer experience is an essential part of service quality. If you remove the customer as the main focus of a service quality strategy, you will lose sight of the purpose around creating and delivering a consistent, quality customer service experience.

The concept of total contact ownership is relatively simple: “You answer it, you own it.” But it's really about the consistent delivery and alignment of all support groups working together to deliver end-to-end, seamless and transparent services. In pursuit of issue resolution and getting the customer back to productivity, the support professional executes their role by being resourceful in utilizing all the available tools to properly troubleshoot, diagnose and resolve the issue.

An effective, first-rate help desk is easy to spot—you can hear it, see it, and feel it. You can hear it in the satisfied relief of callers thanking support personnel. You can see it in help desk metrics that prove speed, effectiveness, and successful problem resolution. You can feel it in help desk environments where business processes are carefully mapped and rigorously followed.

By setting expectations and clarifying the business benefits, self-service leaders can embark on a continuous journey of selling the value of people helping themselves, 24x7, to achieve lower operating costs and a better customer experience.

This white paper explores the art of service catalog management: how to create, how not to create one, the challenges and benefits, and top tips for setting it up and improving it.

For years organizations have struggled with the concept of change. We know that we need to change; we just don't do a good job of planning and managing change within the IT organization. With the introduction of ITIL v3, three new concepts have been brought to light that will help your oganization to manage transition more successfully.

In this white paper, learn why social media is important and how to get started with it. Explore the pros and cons of each social media channel and method, and learn about some best and worst practices.