Call Centers Resources on ZDNet

ZDNet Resources

Oil's superspike may make telecommuting the norm: Can the price of crude--currently above $125 a barrel and the high gas prices that go with it--make telecommuting the norm? These questions come up typically with crises and natural disasters. For instance, if there was an avian flu outbreak workers across the U.S. would have to...; Tags: Information Technology, Worker, Telecommuting, Help Desk, Call Centers, Strategy, Human Resources, Workforce Management, It Operations, Management, Larry Dignan; Blog posts 2008-05-09
SmarterTrack (exe): SmarterTrack 3.x is a robust support Help Desk, Ticket System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant AJAX web interface. SmarterTrack brings the performance of a desktop application to the Web and can be run stand-alone or integrate with your customer...; Tags: Web, SmarterTools, AJAX, Help Desk, Data Mining, Channel Management, Call Centers, Desktops, Tools & Techniques, Internet, Software/Web Development, Web Development, Web 2.0, It Operations, Enterprise Software, Software, Data Management, Marketing, Hardware, Management; Software downloads 2008-05-06
News to know: Ubuntu; Microhoo; IT scapegoats; XP; Google: Notable headlines: Larry Dignan: Microsoft: Pondering the alternatives to Yahoo Microsoft should walk away from Yahoo WSJ: Ballmer's big choice Adrian Kingsley-Hughes: Adventures with Ubuntu 8.04 Gallery: A peek at Ubuntu 8.4 Jason Perlow: Ubuntu: I'm...; Tags: Ubuntu, Google Inc., Information Technology, Apple Inc., SOA, Microsoft Corp., Service-Oriented Architecture (SOA), Microsoft Windows, Phishing, Help Desk, Podcasts, Web Services, Microsoft Windows XP, Middleware, Call Centers, Enterprise Software, Software, Operating Systems, Security, Spam And Phishing, It Operations, Internet, Larry Dignan; Blog posts 2008-04-28
Siemens vs. Microsoft: Round Two: Siemens announced today two new UC-enabled Contact Center packages based on OpenScape UC Server, and a new Voice Portal solution. The products will be available June 30, 2008. The products are being driven in part by trends in the contact center and in part by trends...; Tags: Siemens AG, Siemens HiPath OpenScape, Contact Center, Microsoft Corp., UC, Call Centers, Groupware, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, Dave Greenfield; Blog posts 2008-04-21
Buy techies with trust and freedom, not dollars: Rewarding techies This is the 12th excerpt from the first book in the Defen series: The Board Member's IT Brief. The biggest problem you will face in hiring a good CIO is that, in systems, failure succeeds and success fails. In IT:...; Tags: Job, CIO, Information Technology, Finance, Help Desk, Call Centers, Recruitment & Selection, Strategy, It Operations, Human Resources, Workforce Management, Management, Paul Murphy; Blog posts 2008-04-04

Help Desk Trouble Ticket Template: The Help Desk Trouble Ticket is an important document for the technical support professional. This form contains all the essential fields for maintaining an organized, accountable tech support organization, including general ticket information and problem description. Ample room is also available for follow-up responses by the tech handling the job....; Tags: TechRepublic Inc., Tech, Help Desk Trouble Ticket, Help Desk, Call Centers, It Operations; Download resources 2008-04-04
Alchemy Help Desk (zip): Alchemy Helpdesk is a software helping IT groups of the small and medium-size companies handle users technical support requests. If a user experiences problems with the hardware or software on his workplace, he/she creates a Request in the helpdesk software and describes the problem in that request. The IT staff...; Tags: Software, Team, Information Technology, Alchemy, Alchemy Helpdesk, Help Desk, Call Centers, Team Management, Tools & Techniques, It Operations, Management; Software downloads 2008-03-30
Customer Information Manager (zip): CIM is the professional management system for Customer Support, Call Center, and Help Desk. Allows you to add call logging, customer details, product details, and backup system. Provide concurrent users so that application can install more then one computer. Customize reports are also available, you can email to customer service...; Tags: Detail, CIM, Help Desk, Call Centers, Backups, Customer Relationship Management (CRM), E-mail, Product Marketing, It Operations, Enterprise Software, Software, Online Communications, Marketing; Software downloads 2008-03-24
Boldchat (exe): Free live chat software for online sales and support teams. Increase sales, improve customer service, and reduce support costs. Simply install the client and add a chat button to your website to start chatting with your visitors. Upgrade to a paid edition to also manage sales leads, manage inbound emails,...; Tags: Visitor, Bravestorm, Sales Strategy, Help Desk, Sales Force Management, Call Centers, Sales, It Operations; Software downloads 2008-03-19
Instant Knowledge Base (exe): Instant Knowledge Base is a new, powerful help-desk database program that allows you to enter, and maintain, your own custom knowledge base articles and to-do lists. Your knowledge base is fully searchable, using our state of the art search technology. Perfect for Help-Desk applications and perfect for anyone who wants...; Tags: Knowledge, Knowledge Base, PC Experts, Instant Knowledge Base, Help Desk, Call Centers, Strategy, It Operations, Management; Software downloads 2008-03-18
On living with your doctor: Aerotel has announced the GeoSkeeper, a Global Positioning System-enabled, wrist-mounted unit that alerts a call center when you press its panic button. The call center can also track your position and raise an alert when you leave predefined zones (such as your school). In addition to the GeoSkeeper (can you...; Tags: Doctor, Monitoring, Health Care, Aerotel, Vertical Industries, Healthcare, Benefits, Call Centers, Enterprise Software, Software, Human Resources, It Operations, Ed Gottsman; Blog posts 2008-03-11
Miniweb (zip): An advanced Web portal system designed to attract maximum Web traffic and sales for your business. It comes with 15 popular modules: Blog Writer, Calendar, Classified Ads, Directory, FAQ Manager, Form Maker, Forum, Guest Book, Help Desk, Job Board, Media Album, Online Store, Publisher, Site Search, and Survey Pro. Only...; Tags: Module, Intesync, Help Desk, Portals, Mice, Call Centers, Sales Strategy, Web Technology, It Operations, Internet, Hardware, Peripherals, Sales; Software downloads 2008-02-26
10 ways to convince your staff to use the help desk: Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your methods of client interaction, users will begin to feel comfortable with help desk operations. Here are 10 practices your help desk can use to improve...; Tags: Jeff Dray, Help Desk, Call Centers, It Operations; Download resources 2008-02-21
Internet registrar Go Daddy deploys a "NICE" VoIP analytics solution: You may have heard of Internet registrar and hosting service Go Daddy. We're talking more than 27 million Internet domains under management. With all of these accounts, you could accurately expect Go Daddy to receive a significant amount of customer calls per day. Stuff like, "how...; Tags: Customer Service, VoIP, Analytics, NICE Systems Ltd., Financial Planning, Internet, Customer Relationship Management (CRM), Call Centers, Product Marketing, Finance, Enterprise Software, Software, It Operations, Marketing, Russell Shaw; Blog posts 2008-02-20
North American contact center applications earned $2.49 bln in 2006: The North American contact center applications markets made considerable progress in 2006, growing by a healthy 6.9%. North American contact center applications markets earned revenues of $2.49 bln in 2006 and estimates this to reach $3.67 bln in 2013. by AM; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, AM; Blog posts 2008-02-17
Paragent (zip): Paragent is a Web-based tool for IT administrators that provides a unified service for hardware and software inventory, alerting, remote desktop and help desk. Paragent delivers these tools in an easy-to-use interface, with one-click access, and site-wide built-in advanced search capabilities. Version 2 includes unspecified updates.; Tags: Software, Tool, Paragent, Help Desk, Productivity, Call Centers, Tools & Techniques, It Operations, Management; Software downloads 2008-02-11
Incident Tracking System (1): We have created a flexible, easy-to-use and easy-to-administrator Incident Tracking System. You can use this application as a: Project management issue tracking system; Helpdesk ticketing system; and System support tracking system. All that is required is for you to have MS Access 2000 (or greater) installed on your computer. Very...; Tags: Illinois, Help Desk, Call Centers, Project Management, Tools & Techniques, Strategy, Productivity, Microsoft Office, It Operations, It service Management, Management, Office Suites, Software; Software downloads 2008-02-06
Discover's new call center web app: Diane Offereins, CIO at Discover Financial Services discusses how the company is making the company's web site and customer call center more seamless by sharing technologies between the two entities. by Administrator; Tags: Web, Call-center, Call Centers, Channel Management, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software, Administrator; Blog posts 2008-02-05
ManageEngine ADSelfService Plus (exe): ManageEngine ADSelfService Plus is a secure, web-based end-user program that allows domain users to enroll and perform various day-to-day activities such as self-password reset, self-unlock his account and self update his own details in Active Directory. Thus it helps in a large scale to eliminate a leading source of help...; Tags: AdventNet Inc., Help Desk, Microsoft Windows Active Directory, Call Centers, Directory Services, It Operations, Enterprise Software, Software; Software downloads 2008-02-04
Middle East Internet outage: Do you have backups for your offshore ops?: Countries across the Middle East are sans Internet connections due to a cable break on Wednesday. Two lessons: The Internet in some areas lack redundancy and telecommunications infrastructure is weak. And companies that outsource customer service operations offshore need to plan ahead. Egypt's Minister of Communications and...; Tags: Offshore, Customer Service, Call-center, Backup, Outage, Egypt, Internet, Outsourcing, Cable, Customer Relationship Management (CRM), Manufacturing, Call Centers, Product Marketing, Network Technology, It Operations, Business Operations, Outsourcing & Subcontracting, Telecommunications, Personal Technology, Enterprise Software, Software, Marketing, Networking, Larry Dignan; Blog posts 2008-01-31