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The 10 Worst Practices for Technical Support and How to Overcome Them
sponsored by NTR Global
 | White Paper: | Posted: 29 Oct 2009
| | Published: | 29 Oct 2009 | |
Summary: |
This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well?intentioned management blunders and discuss good and bad uses of support technology.
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Selection Criteria for Remote Support Tools: “Best-of-Breed” Products Speed ROI for Technology Investment
sponsored by NTR Global
| White Paper: | Posted: 29 Oct 2009
| | Published: | 29 Oct 2009 | |
Summary: |
Remote support technology is a very popular service and support automation tool for high-tech companies. Freeware and shareware options are available, but come with their own risks. Leveraging a best-of-breed product can improve operational efficiency and customer satisfaction. Read on to learn what to look for in a remote support platform.
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Midmark Aims for Excellence with Efficient Products and Support
sponsored by LogMeIn, Inc.
| Case Study: | Posted: 16 Sep 2009
| | Published: | 16 Sep 2009 | |
Summary: |
Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.
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For Ceridian, it Pays to Provide High-Quality Support
sponsored by LogMeIn, Inc.
| Case Study: | Posted: 16 Sep 2009
| | Published: | 16 Sep 2009 | |
Summary: |
This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.
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Communications Skills for Remote Support
sponsored by LogMeIn, Inc.
| White Paper: | Posted: 16 Sep 2009
| | Published: | 16 Sep 2009 | |
Summary: |
A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
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The Executive Guide to CRM Architecture: Why CRM Flexibility Will Impact Your Success
sponsored by Microsoft
| White Paper: | Posted: 14 Sep 2009
| | Published: | 14 Sep 2009 | |
Summary: |
This white paper explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur--enabling them to attain and maintain a competitive advantage.
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Rational Agile Development Solutions eKit
sponsored by IBM
| Assessment Tool: | Posted: 11 Sep 2009
| | Published: | 11 Sep 2009 | |
Summary: |
Learn how agile development can lead to improved team efficiency, shorter development cycles, and higher quality software that is better suited to the customer's needs.
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Microsoft Dynamics CRM Online Case Study: High Five Sportswear
sponsored by Microsoft
| Case Study: | Posted: 10 Sep 2009
| | Published: | 09 Sep 2009 | |
Summary: |
Learn how a sports apparel company was able to drastically improve customer service by adopting Microsoft Dynamics as their CRM system.
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Introduction to Microsoft Dynamics CRM Online
sponsored by Microsoft
 | Webcast: | Posted: 09 Sep 2009
| | Premiered: | Available On Demand | |
Summary: |
This webcast, with an introduction from Steve Ballmer, Microsoft CEO, examines the importance of CRM software has on a company’s bottom line.
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Grow Your Business with the Visibility to Capture More Sales Opportunities - Part 2
sponsored by Microsoft
| Webcast: | Posted: 09 Sep 2009
| | Premiered: | Available On Demand | | | Speaker: |
Val Draper, Partner Technology Specialist
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Summary: |
Watch this webcast to learn of the features and benefits in the new version of Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM offers you innovative ways to access this powerful relationship management solution to empower your employees to respond quickly to customer demands and increase customer satisfaction.
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Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
sponsored by Microsoft
| Case Study: | Posted: 25 Aug 2009
| | Published: | 25 Jul 2008 | |
Summary: |
After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.
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How to Market and Sell Services with Webinars
sponsored by Citrix Online
| White Paper: | Posted: 21 Aug 2009
| | Published: | 01 Jun 2009 | |
Summary: |
This new Quantum Leap Marketing white paper explores how to successfully market and sell services with Webinars so that you get maximum mileage out of your marketing budget.
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Pivotal CRM: Built For Sales
sponsored by Pivotal CRM, a CDC Software solution
 | Product Demo: | Posted: 23 Jul 2009
| | Published: | 23 Jul 2009 | |
Summary: |
In this multimedia demo, learn how Pivotal CRM's flexible, innovative features and design give sales users an edge and make them feel the system was built just for them.
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ROI for the Online Channel: The Business Drivers for Your Investments in WCM Technology
sponsored by SDL Tridion
| White Paper: | Posted: 20 Jul 2009
| | Published: | 01 Jun 2009 | |
Summary: |
This document provides you with the knowledge you need to make the connections between the SDL Tridion Web Content Management solution and its effects on your business.
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Service Desk Consolidation Cuts Costs and Increases Service Quality
sponsored by BMC Software, Inc
| White Paper: | Posted: 18 Jun 2009
| | Published: | 15 Jun 2009 | |
Summary: |
The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this whitepaper to discover the path to proper service desk consolidation and its many benefits.
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SEE: Related Topics