On-line Customer Support White Papers

Co-sourcing provides a viable strategy to complement and support the role of the IT Manager in businesses with 50 or more IT users. This paper explains how co-sourcing can work for your business, addresses common co-sourcing myths and looks at what you need to consider before choosing a partner VIEW SUMMARY

Social media is a great way to engage with customers, but it does come with associated risks. However, to ignore it would be like ignoring emails! Read this paper to explore the risks of social media and the considerations and challenges for IT decision-makers. VIEW SUMMARY

We’ve all been there; on the phone for hours being transferred from one department to the other. Existing applications such as CRM and BPM are inept at dealing with lower volume, unpredictable and complex requests. Empowering the employee and using DCM will reduce delays and create consistency. VIEW SUMMARY

This new white paper explores the inherent challenges of self-service, the advantages of seamless support in addressing these challenges and the 5 steps to achieving a seamless support model VIEW SUMMARY

Companies have more complex IT infrastructures than ever before creating more opportunities for end-users to contact support. Save money and increase customer service through a self-service portal. Read the white paper to learn more. VIEW SUMMARY

This paper provides 10 simple yet important rules. The questions focus on what really matters, and equally important on what to avoid, so that you can confidently select and roll out a system that will meet your needs today, as well as offer you vital flexibility for tomorrow. VIEW SUMMARY

This Forrester white paper provides a simple to use six step approach to help estimate the ROI of an online customer experience project. Four handy recommendations are also given to help track your ROI to improve future estimates. VIEW SUMMARY

This European Service Assurance Study is a timely call to action for every organisation to deliver a better online customer experience against the backdrop of the challenging economic climate. VIEW SUMMARY

Companies are increasingly interested in employing Web 2.0 technologies to enhance the customer experience, but many are still struggling to quantify the business value of using these technologies. This paper explores how best to use these technologies for the maximum benefit. VIEW SUMMARY

Citrix® GoToAssist™ is redefining how IT support and service is delivered to customers throughout the world, helping thousands of businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. VIEW SUMMARY