Tool

Info-Tech's Customer Service Maturity Assessment provides managers with an objective assessment of the current state of their organization's customer service environment and offers recommendations for improvement.

Tool

Web-based and social-based customer service tools will not all deliver equal value to every enterprise. Info-Tech's Customer Service Channel Readiness Assessment will help assess the appropriateness of different social and web-based customer...

Video

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...

Solution Set

Web 2.0 has added a new set of interaction channels strongly favored by customers, including social channels, requiring organizations to revisit their customer service strategy.

Note

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...

Citrix's self-service trifecta of Merchandising Server, Receiver, and Dazzle builds on its vision of the future of computing and provides an opportunity for enterprises to pursue BYOC (Bring Your Own Computer), DaaS (Desktop-as-a-Service), and...

At the recent 2008 Sage Summit customer conference, Sage unveiled further progress towards achieving their CRM 2010 strategic vision. Significant enhancements to Sage SalesLogix were unveiled and a new Web synchronization service for ACT! By...

At the recent 2008 Salesforce.com "Dreamforce" conference, Salesforce.com unveiled several new features and products. The most noticeable was formal integration with social networking giant Facebook.

Note

A help desk knowledgebase tool can improve both quality of service and efficiency of IT service operations. This editable template includes all the key areas to consider when selecting a solution ? it will allow you to spend less time preparing...

Note

A well-selected knowledgebase solution allows IT service desks to minimize redundant work and maximize operational efficiency. This editable template includes all major decision factors for choosing a knowledge tool ? it will speed up the...

Logging help desk calls and resolutions is useless if that information cannot be applied or reused. Implement a troubleshooting knowledgebase to maximize the utility of help desk tracking software.

An automated help desk management tool is the foundation of an effective IT service desk. Build on that foundation by implementing an appropriate knowledgebase solution.

A well-chosen help desk management tool is only the first step toward improving IT service quality. Elevate your help desk to the next level with a complementary knowledgebase solution.

Enterprises approach e-mail archiving for a variety of reasons. A successful e-mail archiving implementation depends largely on defining those reasons and ensuring the solution meets the needs. Identify drivers and use these to state business...

In-Depth Report

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A variety of Web-based customer service technologies are available that...

Tool

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. Use this tool to understand the strengths and weaknesses of available...

Tool

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. Use this tool to understand the strengths and weaknesses of available...

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A variety of Web-based customer service technologies are available to small...

Customer service is often cited by clients as the most important consideration when deciding if they will remain with or leave a supplier. Yet companies continue to make common mistakes that force an undesired turnover of desired customers.

Self-service features in help desk software will boost the team's efficiency and increase end-user satisfaction. Service desks with high call volumes will benefit most from self-serve tools.

Medical kiosks save money, reduce wait times, and significantly enhance the patient experience. Info-Tech has identified seven ways to use medical kiosks in healthcare and the recommended steps for a successful implementation.