WHITE PAPER - Effectively managing support for even a simple product is difficult and managing support for a complex product is even tougher. This paper discusses the challenges involved in managing customer support and the key strategies for dealing with them.
Posted: July 10, 2008 | Published: July 10, 2008


Topics:  Contact Center Workforce Management | Contact Center Workforce Management Software | CRM | Customer Service | Customer Service Best Practices | Customer Support Software | Service Level Management

WHITE PAPER - This paper discusses how to implement agile thinking in the context of both defined engineering practices and an organizations' Software Development Lifecycle.
Posted: July 1, 2008 | Published: June 1, 2008


Topics:  Change Management | Customer Data Management Software | Customer Service | Customer Support Software | Engineering Services Industry | Software Development Life-Cycles

WHITE PAPER - Location intelligence software helps companies increase B2B sales by improving customer and prospect knowledge, managing their sales channels proactively, responding faster to changing market conditions and improving their channel structure and alignment.
Posted: July 1, 2008 | Published: July 1, 2008


Topics:  Customer Service | Customer Service Best Practices | Customer Support Software | Market Research | Sales | Sales and Marketing Software

TRIAL SOFTWARE - Download this free trial of Microsoft Dynamics CRM Live with enhanced customer relationship management capabilities. Test-drive this Microsoft hosted solution & find out what small business decision makers are buzzing about.
Posted: May 30, 2008 | Published: May 1, 2008


Topics:  Customer Data Integration | Customer Data Management | Customer Relationship Management | Customer Service | Customer Support Software | Customers | Enterprise

WHITE PAPER - Customer and Service Management Software (CSMS) provides a unified solution to manage all business aspects of a service business.
Posted: May 19, 2008 | Published: November 26, 2007


Topics:  Accounting | CRM | Customer Data Management | Customer Service | Customer Service Best Practices | Customer Support Software | Customers | Field Force Automation

WHITE PAPER - Case Study: After implementing High 5's SME system in mid-2007, security systems integration company Safe Sight experienced improvements in profits and operations in just a few months.
Posted: May 8, 2008 | Published: February 15, 2008


Topics:  Customer Service | Customer Support Software | Field Force Automation | Workforce Management Software

WHITE PAPER - By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.
Posted: April 3, 2008 | Published: December 1, 2007


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Quality Control

WHITE PAPER - As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: April 3, 2008 | Published: April 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Enterprise | Training

WEBCAST - This webcast explains speech analytics, a tool that gives organization the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: April 3, 2008 | Premiered: April 3, 2008


Topics:  Analytics | Call Center Software | Call Centers | Contact Center Workforce Management | Contact Management Software | Customer Interaction Services | Customer Service | Customer Service Best Practices | Customer Support Software | Speech Synthesizing Software

WHITE PAPER - Ascendancy in customer support ranks today demands a mix of both technical and business insight. Professionals that make service and support their career path and successfully move up the ladder, boast a range of skills across both disciplines.
Posted: March 10, 2008 | Published: March 1, 2008


Topics:  Business Metrics | CRM | CRM Software | Customer Service | Customer Service Best Practices | Customer Support Software | ROI | Succession Planning | Training

WHITE PAPER - Few businesses can operate effectively today without an online presence. Web-based applications provide essential links with customers, partners, and employees. Service Level Management (SLM) is one way of managing the customer experience.
Posted: February 26, 2008 | Published: March 1, 2007


Topics:  Customer Service | Customer Service Best Practices | Customer Support Software | Metrics | Service Level Management

WHITE PAPER - Efficient service management can be essential for the success of any small to medium-sized business (SMBs). Read this paper to learn about the IT challenges SMBs face and service management strategies that can support their growing needs.
Posted: June 15, 2007 | Published: June 1, 2007


Topics:  Customer Support Software | Desktop Computer Support | IT Outsourcing Services | IT Service Management | Software as a Service | Technical Support Staff

SOFTWARE DEMO - WebEx Support Center resolves remote support issues for Technical Support Representatives and IT Help Desks - increasing productivity, reducing support costs, and increasing customer satisfaction.
Posted: October 12, 2006 | Published: October 1, 2006


Topics:  Application Deployment | Collaborative Applications Software | Customer Interaction Services | Customer Service Best Practices | Customer Support Software | Desktop Management | Sales Force Automation

PRODUCT OVERVIEW - All the features and benefits of ezChat and ezSupport. Advanced report generation capabilities, measure support effectiveness, support rep response time, etc.
Posted: June 17, 2004 | Published: June 1, 2004


Topics:  Customer Support Software

PRODUCT OVERVIEW - Successful Businesses depend on creating long-lasting relationships with customers. SalesBoom will help your organization do exactly that.
Posted: April 21, 2004 | Published: April 1, 2004


Topics:  CRM Services | CRM Software | Customer Support Software | Sales and Marketing Software | Sales Force Automation

PRODUCT OVERVIEW - Collaborative Customer Engagement is an essential step for making your company flexible enough to do business in the global economy.
Posted: March 18, 2004 | Published: January 1, 2004


Topics:  Contact Management | Customer Service | Customer Support Software | Lead Generation | Sales and Marketing Software | Sales Force Automation

CASE STUDY - Navigant performed an extensive review of the market before selecting the Infra web-based service management system to support its centralized business model.
Posted: March 4, 2004 | Published: January 1, 2003


Topics:  Customer Support Software | Help Desk Software | ITIL | Service Level Management

BROCHURE - infraEnterprise is a 100% web-based application, designed for automating best practice IT service management processes ? Incident, Problem, Change, Configuration, Service Level and Release Management.
Posted: February 25, 2004 | Published: February 24, 2004


Topics:  Configuration Management | Customer Interaction Services | Customer Support Software | Help Desk Software | IT Service Management | ITIL | Portals | Self-Service Applications Software

PRODUCT OVERVIEW - Web+Center generic Web-based Help Desk reaches every market in industry, education and government.
Posted: January 30, 2004 | Published: January 1, 2001


Topics:  Customer Support Software | Help Desk Software | Small Businesses

SOFTWARE DEMO - The Web+Center customer support product is a suite of four Web applications, Tech+Center, Customer+Center, Business+Center and Pocket+Center. To test the new Web+Center 4.0 Version on-line, please click on one of the application links.
Posted: January 30, 2004 | Published: January 1, 2001


Topics:  Customer Support Software | Help Desk Software | Self-Service Applications Software | Small Businesses

PRESS RELEASE - SupportSoft, Inc. today announced the successful deployment of SupportSoft's Knowledge Center Suite™ within Cox Communications, a Fortune 500 and leading cable communications company.
Posted: November 9, 2003 | Published: November 1, 2003


Topics:  Customer Support Software | Help Desk Software | Knowledge Management

PRESS RELEASE - SupportSoft, Inc. and Comcast announced today that Comcast High-Speed Internet has deployed SupportSoft's new LiveAssist™ solution to provide faster, high quality broadband customer service through enhanced online chat and Web push functionality.
Posted: November 9, 2003 | Published: November 1, 2003


Topics:  Call Center Software | Customer Service | Customer Support Software | Help Desk Software | Internet Chat

PRESS RELEASE - The SupportSoft RTSM platform, serves as the technology foundation for all of SupportSoft's products, helping enterprises operating in real-time avoid or resolve technology-related problems by automating technical support.
Posted: November 9, 2003 | Published: November 1, 2003


Topics:  Business Service Management Software | Customer Support Software | Real Time Enterprise | Self-Service Applications Software