Help Desk and Call Management Software, Hardware, Services and Research Papers

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Self-Service: Putting Customers First Makes You a Winner by Microsoft

April 01, 2009 - (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.

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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.

February 17, 2010 - (Free Research) In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.

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IT Managers Struggle to Make the Right Service Desk Choice! by Numara Software

December 16, 2009 - (Free Research) Dynamic Markets Research Demonstrates that Nearly All IT Managers' Service Desk Solutions are Creating Cost Headaches Beyond the Basic Purchase Price.

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