White Papers and Demos

Customer support has long been a business mainstay. Yet, the business impact of support is seldom measured - despite the influence of support on higher revenue; customer satisfaction and loyalty; and increased productivity.

This new Ziff Davis White Paper examines new strategies for improving operations and exceeding client expectations, despite today's economic climate. Remote service delivery is proving to be a strategic ally in providing premium service to clients while enabling you to cut costs.

Most companies will save money by formalizing their telecommuting policies and standardizing support practices. Informal policies and ad hoc support result in inconsistencies about who can telecommute and what costs the company covers. Additionally, absent a formal policy, IT support costs will be higher when nonstandard and personal devices are connecting to the network.

Enhance your company's end-of-the-year reviews to make sure your employees are aligned with the bigger goals of the company.

Use these five tips from CheckPointHR to make the end of the year a successful time for staging and preparation.

Professional services automation (PSA) is changing the way professional advisory firms run their business. For consulting agencies working in competitive markets, it can't come soon enough.

Companies need to define what is driving human capital and what is hindering it. Once this is identified, companies can take the proper steps to ensure future growth.

When comparing ERP systems, functionality should be considered against the backdrop of the entire package - its technology and its vendor. Only by doing so can manufacturers ensure they make a right and lasting choice.

The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems. The technology is merely a tool that these users need to use to accomplish a business task. With this in mind, the result is a set of basic principles that should guide organizational design and planning.