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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 help desk and call management


Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

help desk and call management  automation, contact center, and help desk applications by providing knowledge-based solutions that improve service delivery. Although still an emerging software category, existing SRM customers include some of the largest companies in the world, and SRM products have reportedly enabled these companies to reduce operating and service delivery costs, improve customer satisfaction, and increase revenues. Here is an illustration: A service call (customer inquiry, complaint, etc.) comes in, and the agent

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

HCIMS - Help Desk RFI/RFP Template

Issue Management, Inventory and Audit, Knowledge Management, and Product Technology 

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Documents related to » help desk and call management

10 Principles for Knowledge Management Success


Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of methodologies, but a practice or discipline that involves people, processes, and technology. If implemented correctly, a KM initiative can improve the productivity and efficiency of an entire organization. With these ten basic principles, your organization can learn how.

help desk and call management  initiative within the IT help desk or customer contact center. Often KM practices relating to service and support can be defined as knowledge-powered problem resolution - using a knowledge base, knowledge sharing, collaboration and knowledge reuse to efficiently solve customer questions. Knowledge Management for Service and Support A successful knowledge management initiative within a help desk or call center can reduce agent training time and speed new employee ramp up. Knowledge-powered problem Read More

Six Sigma for IT Service Level Management


Industry analysts, Enterprise Management Associates (EMA), recently conducted research to understand how widespread the acceptance of Six Sigma is for managing IT service quality. This research, which was targeted primarily at enterprises, showed that 65 percent of those surveyed acknowledge the relevance of Six Sigma for IT-based service management. While many IT organizations have yet to adopt Six Sigma for service management, 80 percent stated that they have plans to do so. This research suggests there is a growing interest in Six Sigma.

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Vulnerability Management Buyer’s Checklist


Choosing a solution for vulnerability management (VM) is a critical step toward protecting your organization’s network and data. Without proven, automated technology for precise detection and remediation, no network can withstand the daily deluge of new vulnerabilities that threaten security. This 12-point short list of considerations can help you determine what solutions will work best for your organization.

help desk and call management  existing call center / help desk systems such as Remedy AR System, leading SIM / SEM solutions such as Symantec SESA V2,patch management systems such as McAfee Remediation Manager, and Cisco Security Monitoring, Analysis, and Response System. Accuracy / Performance How accurate is the VM solution? If the solution happens to miss a vulnerability that hackers use to compromise your network, the answer is Not accurate enough. If the solution inaccurately points out issues that are not real (i.e. Read More

Are You Ready for Enterprise Feedback Management?


Enterprise feedback management (EFM) is the process of systematically collecting, analyzing, consolidating, and using all sources of feedback to improve your company and your overall profitability. EFM includes not only aggregating feedback from multiple stakeholders, across multiple channels, but also getting real-time, actionable information to where it’s relevant in the company. Learn more about implementing EFM.

help desk and call management  internal service, tying into help desk processes and other HR systems. The main difference between CRM systems and EFM can be over-simplified by suggesting that CRM systems generally know everything about your customers, except how they felt about their actual experience. CRM systems document and analyze things like buying behaviors, likes and dislikes, contact details, demographic information, and so forth. EFM systems provide information, from the customers’ own mind, about feelings and perceptions Read More

Goal-oriented Autonomic Business Process Management


Business process management (BPM) is an approach to administering business processes that involves people, organizations, and technologies—and can be carried out using varying levels of automation. Sadly, BPM often falls short of what it is intended to achieve. But there’s a fresh evolution of current BPM: goal-oriented autonomic BPM. Learn about the ideas, techniques, and benefits of autonomic and goal-oriented BPM.

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Configuration and Change Management for IT Compliance and Risk Management


To keep your IT infrastructure healthy, strong operational processes are essential to managing changes—both planned and unexpected. A streamlined, integrated approach that incorporates hardware and software assets is a key foundation for meeting regulatory compliance requirements. Find out how you can benefit from applications that enable continuous compliance with operational processes and tools—and reduce your business risk.

help desk and call management   Read More

Understanding IBM Lotus Web Content Management Software


IBM Lotus Web Content Management software is IBM’s Web content management system offering. Lotus Web Content Management software provides tools to apply business rules and processes to content, helping to ensure that specific information assets from across the enterprise are delivered via Web sites and portal. This factsheet provides a detailed overview of key Lotus Web Content Management features.

help desk and call management  and processes to content, helping to ensure that specific information assets from across the enterprise are delivered via Web sites and portal. This factsheet provides a detailed overview of key Lotus Web Content Management features. Read More

Warehouse Management Systems: Pie in the Sky or Floating Bakery? Part One: Myths of the Warehouse Management Systems and Implementation


When searching for a warehouse management system (WMS), a number of myths surface. "Huge staff reductions", "quick and easy implementation", and "fast and big" returns on investment are common promises. These combined with the enticing "bells and whistles" of a system can ultimately turn an eager customer into a patient suffering from confusion or at the very least disorientation. Knowing the stories behind the myths and determining what your warehouse needs are can lead to a profitable investment.

help desk and call management  accounting management system,accounting software,asset management software,asset management system,asset tracking,asset tracking software,asset tracking system,automated management system,book inventory software,business inventory software,business management,business management software,crm management system,customer management system,distribution centers Read More

TEC 2013 EAM/CMMS Market Survey Report: What Organizations Want in Enterprise Asset Management and Computerized Maintenance Management System Software


This report gives an overview of current considerations for organizations seeking to purchase an EAM/CMMS solution. Based on data collected from EAM/CMMS software comparisons performed using Technology Evaluation Centers’ (TEC’s) TEC Advisor software selection application during 2012, the report details what TEC data reveals about your peers' requirements for EAM/CMMS solutions, including functionalities, delivery models and access, customization and integration, server and database platforms, and budgeting.

help desk and call management  Enterprise Asset Management,EAM software,TEC market survey,EAM,Computerized Maintenance Management System,CMMS software,CMMS Read More

Smartree Talent Management Suite


Smartree Talent Management Suite manage complex and resource-consuming processes like personnel administration, time registration, organisational charting, performance evaluation, training administration, recruitment and others, transforming them into effective and enjoyable activities, for which the administrative and bureaucratic aspects are fully carried out by computers, in a timely and accurate manner.

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A Candid Conversation with a Field Service Workforce Management Leader


ClickSoftware, rooted in field service workforce scheduling and optimization, provides automated workforce management and optimization solutions, on-demand and on-premise, creating business value through higher productivity, customer satisfaction, and operational efficiency. Its patented concept of “continuous planning and scheduling” covers the entire service lifecycle management realm. TEC presents a candid Q&A session.

help desk and call management  partners, where our interoperability helps. But we beg to differ with any insinuations that ClickSoftware does not have proven products for all of the components of an enterprise MWFM solution (such as scheduling, dispatch, mobile, wireless, and reporting and analysis). We will be glad to refer you (and anyone else) to our many customers that use all of those components supplied by ClickSoftware. Further components along this dimension, which as far as we know aren’t offered by competitors, include Read More

Value Cycle Management: A Non-Linear Approach to Supply Chain Management


Companies are moving away from the linear production path of the supply chain to embrace value cycle management (VCM). VCM is the optimization of supply chain functions across all levels of suppliers, partners, and customers through the integration, collaboration, and synchronization of technology, data, and people-centric processes. Learn how companies can employ VCM to make business processes smoother, more productive, and more profitable.

help desk and call management  cycle,information,Exact,VCM,supply,management Read More

Talent Management Best Practices in 2010


Download your copy of the Aberdeen report Cracking the Code for Talent Management.

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More Than "Talent": Exploring Talent Management and Workforce Management as a Continuum


“Talent” traditionally refers to key people—executives, experts, rock stars, etc.—that a company does not want to lose, while the majority of the company’s workforce are people who are considered more easily replaceable. But the general workforce can serve as a pool for future talent. This thought leadership explores some of the principles that are driving talent management and workforce management technologies—so you can help each and every one of your employees reach their potential and make the most of your entire workforce.

help desk and call management  management technologies—so you can help each and every one of your employees reach their potential and make the most of your entire workforce. Read More