How does a knowledge center differ from a traditional help desk? Will outsourcing help desk and desktop support save you money? How do multiple contact channels affect the end-user's experience? In what situations should you keep your help desk on-shore rather than off-shore? The following white papers provide you with information to consider when developing an optimal support solution for your business:

Roadmap for Selecting a Help Desk Outsourcing Partner
If you are either considering outsourcing your help desk for the first time or evaluating alternatives to your current provider, then this is a must read!  Wouldn't it be great if a service desk insider or someone who just went through the process could hand you detailed notes?  This white paper is intended to give you just that; an insider's perspective on what to look for, what to avoid, and what to ask when selecting a help desk partner. Read more

Virtual Show and Tell: Using Remote Tech Support to Save Time and Money
Today’s help desk support teams can quickly and securely access PCs online without traditional desk-side visits.  With remote technology, problems are diagnosed and resolved promptly increasing user satisfaction while driving costs down.  In a closer look at this growing trend, we examine user needs that are powering the demand for instant online assistance as well as specific areas of cost reduction, and tips on “What to watch out for” in adding remote support to your help desk function. Read more

The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy?
You are considering outsourcing your contact center or employee help desk function, and you can't decide whether to look at onshore or offshore options. While cost is a factor, are there certain instances when onshore outsourcing makes more business sense than offshoring? This white paper examines the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy. Read more

For Smoother Sailing: Transform Your Help Desk into a Knowledge Center
This complimentary white paper explains the benefits of transforming your help desk into a knowledge center. Learn how your help desk can act as a decision support tool, converting call resolution rates, frequently asked questions, and operating system failure rates into valuable information. Make better-educated choices on resource allocation, revenue growth opportunities, and early identification of problems with data your help desk may already have or can easily capture. Read more

What's Hiding in Your IT Support Costs?
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 about 5 hidden costs of IT support that can signify when it might be time to consider an outsourced support solution. Read more

Fact or Fiction: The Truth About Help Desk Outsourcing
• An in-house help desk costs less than an outsourced solution.
• If the resolution rate of the internal help desk is sufficient, there is no reason to consider outsourcing.
• A third-party outsourcer cannot understand an organization well enough to resolve calls on the first contact.
Sound familiar? If this is how you've been thinking about outsourcing, this white paper could help alleviate these concerns. You'll learn the truth behind these and 7 other common myths about outsourcing your organization's support system! Make your decisions based on fact, not fiction. Read more

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