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Helpdesk Software – cornerstone of effective customer support
Organizations’ reputations can be damaged more by their customer support performance than by problems with the performance of their products and services. We all know what it’s like to wrestle with an automated call routing system which after endless selections from menus of choices doesn’t in the end [...]
HelpDesk software and service level agreements (SLAs).
The concept of service level agreements (SLAs) has received a lot of attention over the last decade. In part this was fuelled by the need to monitor the performance of IT service providers in outsourcing deals. When spending thousands, millions or billions of dollars to someone else to manage [...]
IT Helpdesk software and first call resolution
First call resolution is a key target for an IT help desk. Productivity is maximized for both the end-user and for the support team. Personal skills and support team attitudes play a big part in the course of an issue’s resolution, but skill levels vary and every team will [...]
Excuse me publicising a product capability, but I’ve realized we do not do this topic justice on the Web site yet. Many organizations now use VoIP to relay phone calls to their help desk analysts. Great value can be gained by providing the analyst with instant access to key data about the person or organization [...]
We have some interesting projects running at the moment where customers are using the Vector Issue Tracker engine to implement some challenging aspects of business process and workflow, and which involve integration with Great Plains / Microsoft Dynamics. The licensing model for Issue Tracker is well aligned to the value proposition for the customer, creating a solution which [...]
So, here we are again, this time with 75,000 customers’ details out there somewhere. Could it have been prevented? If RFID tags had been attached, would the laptops have conveniently been taken past a sensor station - or did they leave through a point of forced entry anyway?
What is particularly interesting here is the decision process that [...]
I just signed off a press release about the arrival of Vector Issue Tracker. It declares that we have taken the Census issue tracking engine developed at our Metaquest subsidiary, supplemented it with templates based on half a dozen of the most popular areas of application, and placed this business process management capability at the [...]
