What is the Information Technology Infrastructure Library? [INFOGRAPHIC]

The Information Technology Infrastructure Library (ITIL), is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL consists in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL allows the organization to establish a baseline from which it [...]

What is ITIL? [INFOGRAPHIC]

Here is a great infographic on the history of ITIL, ITIL certified professionals,  and the average salary of an ITIL Certified Professional.

LANDesk Software Finds IT Managers Not Yet Equipped to Handle Consumerization of the Workforce

Survey of Nearly 200 IT Professionals Finds Proliferation of Mobile Devices in the Workplace Continues to Create Management and Security Problems The role of IT managers has changed drastically in a short period of time – revolutionized by smart mobile devices and increased remote connection tools. While end users in the workforce are rapidly making [...]

Zuora Implements Zendesk Cloud-Based Help Desk

Zuora Global Support Portal helps company streamline customer support, boosting response rate and delivering better visibility into customer issues REDWOOD CITY, Calif. and SAN FRANCISCO — Zuora, the subscription billing and commerce leader, and Zendesk, the proven cloud-based help desk software provider, today announced the launch of the Zuora Global Support Portal. The web-based support [...]

Vertical Solutions, Inc. Positioned in 2011 “Magic Quadrant for Field Service Management”

Evaluation Based on Completeness of Vision and Ability to Execute; Vertical Solutions Also Listed in “Magic Quadrant for CRM Customer Service Contact Centers” Cincinnati, OH — Vertical Solutions, Inc. (VSI) ( http://www.vertsol.com ), a developer of CRM and service management solutions, announces it has been positioned by Gartner, Inc. in the Niche Players quadrant of [...]

Defining your Service Cloud or Call Center

In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud.  That is, having that user’s relevant Facebook and Twitter stream on the agent’s window.  Along with Data.com and Dun and Bradstreet, you can have accurate data from that user. As well, Salesforce also recommends the [...]

Radian6 & Competitors- People are Waking Up

I am starting to see a trend for companies using Radian6 and other social enterprise monitoring products. Companies are responding to people’s complaints or queries directly through social media. Wake up everyone, it’s not the just the 1-800 Call Center anymore. With social enterprise monitoring products, companies look for keywords such as their own company, [...]

Service Desk Managers Are Overloaded

LANDesk research reveals increased pressure on service desk managers to handle mobile devices London — In an increasingly tech-savvy society, it is no surprise that users are becoming heavily reliant on mobile devices as business tools. New research* by LANDesk reveals 96 per cent of users view laptops, smartphones and tablets as not only beneficial [...]

Top 7 Reasons for Calling the HelpDesk

I cannot stress the importance of a proper Helpdesk or Service desk implementation, preferable with ITIL. There are way too many incidents that do not get logged properly in the system.  We call them “drive-by’s” (though this isn’t funny in some major US cities).  All incidents should be logged via an online web form, email, [...]

Five9 Virtual Call Center Software Receives 2011 CRM Excellence Award

Five9 recognized for CRM Excellence by the premier CRM, contact center and teleservices publication PLEASANTON, Calif. — Five9, the leading provider of cloud-based call center software, announced today that TMC has named the company a recipient of a Customer Interaction Solutions® magazine 2011 CRM Excellence Award for the Five9 Virtual Call Center. Customer Interaction Solutions [...]

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