The business technology article library
3482 information technology white papers from 528 companies
GoToAssist case studies
All content by GoToAssist
The future of the service desk
Company: GoToAssist
The speed of technical innovation is accelerating with consequences both scary and exciting for IT service desks. Download this paper from Service Desk Institute for a careful consideration of the challenges the service desk of the future will face and the steps that need to be taken now. VIEW SUMMARY
Category: Call Centre Services | Published: January 2013| Type: White Paper
Rating: 
+ 2
How IT support should manage the new tech-savvy consumer
Company: GoToAssist
Users are becoming more savvy and more comfortable with diagnosing and fixing their own IT problems, are service desks in danger of becoming defunct? How can service desks remain relevant and stay at the core of the business? This paper explores how to harness the increasing IT literacy of customers VIEW SUMMARY
Category: Help Desk Management | Published: January 2013| Type: White Paper
Strategies for connecting with a non-technical audience
Company: GoToAssist
If you see yourself as a geek or a techie, chances are you dread having to present to business people. But with a few simple strategies, you can effectively present to and successfully engage a non-technical audience. VIEW SUMMARY
Category: Employee Performance Management | Published: October 2012| Type: White Paper
Rating: + 9
5 principles to improve your service culture
Company: GoToAssist
In zooming to success, Zappos has shown what the best service companies can do to engage their employees and their customers. This paper considers how “customer effort” in resolving a problem affects satisfaction and the distinction between caring for and caring about your customer VIEW SUMMARY
Category: Customer Relationship Management (CRM) | Published: July 2012| Type: White Paper
Rating: + 3
A strategic process for hiring an all-star support team
Company: GoToAssist
There are no shortcuts to good hiring. But with the right process in place, you can have an all-star support team in due time. This article shows you how to build a sustainable process for hiring the very best people for your support team. VIEW SUMMARY
Category: Human Resource Management | Published: April 2012| Type: White Paper
Rating: + 3
The Helpdesk of the Future
Company: GoToAssist
What does the helpdesk of the future look like? "Customer support is one of those areas of your business where it's surprisingly easy to differentiate yourself." This new brief explores technologies that will reshape the helpdesk of tomorrow. VIEW SUMMARY
Category: Help Desk Management | Published: January 2012| Type: White Paper
Rating: + 5
How to develop a true multi-channel contact centre
Company: GoToAssist
How do you develop a multi-channel contact centre with web chat, social media and SMS capabilities? What are the benefits? What are the pitfalls? And which organisations have successfully implemented one? VIEW SUMMARY
Category: Contact Centre Management | Published: November 2011| Type: White Paper
Rating: + 1
The game-changing impact of consumerisation on IT strategy
Company: GoToAssist
More and more, employees are actively choosing their own hardware, whether laptops, iPads or smartphones. And, they are demanding their own applications – with or without IT's approval. This new paper explores the game-changing impact of consumerisation on IT strategy. VIEW SUMMARY
Category: Social Networks | Published: October 2011| Type: White Paper
Rating: + 1
How to Integrate Self-Service with Multi-Channel Assisted Support
Company: GoToAssist
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
Category: Customer Support Software | Published: October 2011| Type: White Paper
Recruit and build the right team for your service desk
Company: GoToAssist
The most important asset of your service desk is the people who work on it. You could have the best processes and procedures in the world, but without the right people to deliver them, service will at best be mediocre. VIEW SUMMARY
Category: Human Resource Management | Published: September 2011| Type: White Paper
Rating: + 4
