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		TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service™ Software In this case study, TMA needed to streamline and automate its manual customer service process to reduce resolution times and improve satisfaction. Learn how Parature Customer Service software reduced time on manual administrative activities by 25%.	sponsored by Parature, Inc.

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	Call Center Management: Planning, Scheduling, Historical and Real Time Statistics sponsored by DeskFlex WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex. Posted: September 1, 2008 \| Published: August 28, 2008 Topics: Call Center Management \| Call Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Help Desks \| Service Level Management \| Staffing

	Desktop Delivery: Making Desktop Virtualization Work sponsored by Citrix WHITE PAPER - This whitepaper discusses Desktop Virtualization and the impact on desktop management. It explores the challenges for desktop management in a pre-Desktop Virtualization world and issues that are not well addressed by Desktop Virtualization. Posted: August 20, 2008 \| Published: August 20, 2008 Topics: Desktop Management \| Help Desks \| Password Management Software \| Passwords \| Personalization \| ROI \| Security Software \| TCO

	Best Practices for Home Agents sponsored by Avaya Inc. WHITE PAPER - Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Posted: June 2, 2008 \| Published: February 1, 2008 Topics: Best Practices \| Business Continuity Planning \| Contact Centers \| Help Desks \| Security \| VoIP

	The Many Faces of Single Sign On sponsored by Quest Software WHITE PAPER - Single sign-on is an example of something that everybody wants, but nobody ever really totally achieves. Posted: May 16, 2008 \| Published: March 1, 2008 Topics: Data Encryption \| Help Desks \| Passwords \| Security \| User Authentication \| Web Access \| Wi-Fi

	5 Challenges to Effectively Managing Your Remote Systems sponsored by Dell, Inc. WHITE PAPER - In evaluating solutions that address the challenges raised in this brief, there are two primary areas of consideration: the capabilities of the solution, and the deployment and ongoing ease of use of the solution. Posted: March 20, 2008 \| Published: January 1, 2006 Topics: Backups \| Desktop Management \| Help Desks

	The Evolution of the IT Help Desk to the Service Desk - An Examination of Current and Future Trends sponsored by CompuCom Systems, Inc. WHITE PAPER - Transforming legacy help desk solutions into managed service desks can reduce support and maintenance costs without sacrificing quality. Learn how your organization can support continuous improvement, remain agile and adapt to change. Posted: October 29, 2007 \| Published: August 1, 2007 Topics: Change Management \| Customer Service Best Practices \| Help Desk Management \| Help Desks \| IT Infrastructure \| Network Best Practices \| Service Level Management

	The Truth About Outsourcing Help Desk sponsored by ABS Associates, Inc. WHITE PAPER - There are many "myths" that prevent companies from believing a third-party vendor can provide the help desk solution that best fits their needs. In order to uncover fact from fiction, let's take a closer look at ten common myths about hel... Posted: May 19, 2006 \| Published: May 1, 2006 Topics: Help Desk Management \| Help Desk Management Services \| Help Desks \| ITIL \| Technical Support Staff

	Help Desk Warning Signs: Is it Time to Consider Outsourcing? sponsored by ABS Associates, Inc. WHITE PAPER - 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 the... Posted: September 19, 2005 \| Published: September 1, 2005 Topics: Help Desk Management \| Help Desk Management Services \| Help Desks \| IT Outsourcing Services \| Outsourcing \| Productivity \| SLA \| Vendor Selection

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