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 TitleDate AddedCompany
whitepaper Case Study Webcast: How a top California School District Chose its Help Desk2008-10-23 SchoolDude.com
  Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated.

In this Webcast, the District's Director of IT discusses the challenge of finding a system that balanced ease of use with robust functionality and reporting--without exceeding her budget.

You'll learn how just 4 IT technicians can now:
  • Effectively support over 4000 computers & peripherals
  • Resolve IT incidents much faster, improving customer service
  • Generate comprehensive incident status reports to improve accountability
  • Work more efficiently, reducing IT costs


Tags: Infrastructure Management, Procurement - Purchasing, Resources Mgmt., IT Reliability, Customer Support Services, Call Center - Contact		   
whitepaper TechNet Webcast: Microsoft Online Services: Critical Infrastructure and Operations for Delivering Secure, Enterprise-Class Software Services (Level 200)2008-09-30 Microsoft
  The presenter of this webcast focuses on the operations and infrastructure for delivering Microsoft Online Services, enterprise-class software hosted by Microsoft and delivered as a subscription service. Customers require high availability, security, and reliability for their hosted applications and data. This webcast discuss the network infrastructure, architecture, and operations for exceeding customers' expectations for system availability, security, and reliability.   
whitepaper TechNet Webcast: Migration and Coexistence for the Business Productivity Online Suite From Microsoft Online Services (Level 300)2008-09-27 Microsoft
  The presenter of this webcast demonstrates coexistence and migration tools and strategies for Microsoft Online Services. These tools help organizations synchronize their on-premise Active Directory forest with the Microsoft Online Service directory structure in the cloud, migrate mailboxes from on-premise mail servers to Microsoft Exchange Online, and operate their on-premise Active Directory forest and Exchange Servers in coexistence with their Microsoft Online Services deployment.

Tags: Migration Tools		   
whitepaper Communications Enabled Business Process Software2008-08-30 SDC Solutions
  Companies today face new and growing demands on their communications center. Having the right information readily available and accurate is key to ensuring that the business conversation does not die with the first "hello." SDC Solutions helps the conversation continue by simplifying complicated communications tasks and automating the repetitive ones. The result is reduced human and technology latency while boosting performance and enhancing customer service at every level. Today companies are increasingly turning to Communications Enabled Business Process (CEBP) to address these issues. This webcast addresses the elements and technology that can be employed to enhance Communications Enabled Business Processes and the solutions used to overcome today's communication challenges.

Tags: Telephony Systems - PBX, Voice - Data Integration, Customer Support Services, Call Center - Contact		   
whitepaper July 10th: Just MASH Marketing: The Customer Reference Mashup2008-07-10 Serena Software
  Your business is booming. You have a long list of happy customers...but don't know if you have the most current story. Register for and attend this Serena Webinar on Thursday, July 10, 2008 at 12:00 pm ET / 9:00 am PT, which will feature a demo of Serena's Pre-Built Customer Reference Mashup.

See how Serena Marketing utilizes the Customer Reference Mashup to ensure use of the most current customer success stories, track customer approvals, enforce internal approval and notification processes, know the ROI of the customer reference program, and more!

Tags: Call Center - Contact, CRM Software, Business Management, Sales - Marketing		   
whitepaper Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup2008-06-19 Serena Software
  Keep your internal customers, support and development teams informed--from first call to final fix--with insight at every step along the way. View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk.

Serena Software master masher Summer Ficarrotta shows you how Business Mashups automate and coordinate the way incidents are captured, routed, escalated and resolved through IT Support and Application Development. She also demonstrates one of Serena's free pre-built Business Mashups, the Incident Escalation Mashup, which helps escalate issues and routes them through development's issue tracking system.

With Serena's Incident Escalation Mashup you can restore business applications fast. This Business Mashup offers:
  • Faster and more accurate communication with application users
  • Visibility into incident status and activity, from capture and escalation through resolution
  • Auditable, traceable processes that ensure your best practices are followed
View Serena's Webinar today and "Mash Support!"

Tags: Customer Support Services, Software Project Management, Collaborative Web, IT Reliability, Application Development		   
whitepaper Health Plan Customer Experience: From Enraged to Engaged2008-05-12 Microsoft Tips
  Let's face it; customer experience is a major problem for health plans. Consumer data from Forrester Research shows that members give their health plans very poor grades across every aspect of customer experience. While these poor experiences may not have historically caused major defections, the environment is changing and this type of consumer discontent will become an increasingly larger issue for health plans. What can health plans do to improve their customer experience? Chart a path to Experience-Based Differentiation (EBD). This webcast layout the key elements of EBD, which represent Forrester's blueprint for customer experience excellence.   
whitepaper Using the Six Laws of Persuasion in Negotiations2008-05-02 Global Knowledge
  This On-Demand Web Seminar will teach you how to be more successful in negotiations. By mastering the persuasion process, you'll be able to deliberately create the attitude change and subsequent actions necessary for persuading others to your way of thinking. This process appeals to the intellect, using logical and objective criteria, as well as a methodology that positively engages the emotions of the negotiators.

Tags: Sales - Marketing, IT HR - Staffing - Training, Resources Mgmt.		   
whitepaper The Big Easy Office: Earning Partner Subsidy Funding From Microsoft With Qualifying Purchases2008-04-09 Microsoft Tips
  The presenter of this webcast will explain how to earn a services subsidy to purchase additional services or products from a partner of one's own choice to enrich the solution. The presenter will explain how to get incremental subsidies for qualifying purchases between February 1 and June 27, 2008. People can work with the qualified partner of their choice to determine the best solution for their business and get additional value through subsidized services and products.

Tags: Procurement - Purchasing		   
whitepaper TechNet Webcast: How Microsoft IT Uses the Automated Service Agent System to Deliver a Low-Cost, High-Value Service (Level 300)2008-04-08 Microsoft Tips
  The presenter of this webcast shows how the Global Help desk implemented a web-based, interactive solution called Ask FastHelp based on the Microsoft Automated Service Agent system (ASA). ASA combined the low cost of online support while delivering immediate and high-impact value responses associated with customer support. The Ask FastHelp solution is expected to result in $1.5M in annual cost savings.

Tags: Customer Support Services