WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

WHITE PAPER - Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
Posted: June 2, 2008 | Published: February 1, 2008


Topics:  Best Practices | Business Continuity Planning | Contact Centers | Help Desks | Security | VoIP

WHITE PAPER - Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves.
Posted: May 16, 2008 | Published: March 1, 2008


Topics:  Data Encryption | Help Desks | Passwords | Security | User Authentication | Web Access | Wi-Fi

WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change.
Posted: October 29, 2007 | Published: August 1, 2007


Topics:  Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management

WHITE PAPER - There are many "myths" that prevent companies from believing a third-party vendor can provide the help desk solution that best fits their needs. In order to uncover fact from fiction, let's take a closer look at ten common myths about hel...
Posted: May 19, 2006 | Published: May 1, 2006


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | ITIL | Technical Support Staff

WHITE PAPER - There are many warning signs that indicate your organization might not be operating at its best. Even a help desk that receives minimal user complaints and experiences low call volumes can project signals that scream, "Danger ahead!" Learn the...
Posted: September 19, 2005 | Published: September 1, 2005


Topics:  Help Desk Management | Help Desk Management Services | Help Desks | IT Outsourcing Services | Outsourcing | Productivity | SLA | Vendor Selection