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| Webinar -- The Value of Help Desk Service in Today's Economy
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 Thursday, October 16th - 2 PM/EDTAttend the webinar and win A Fully Licensed Copy of our "Point, Click, Done" Help Desk Software! ScriptLogic is giving away 3 FREE BridgeTrak help desk licenses ($995 value each) as part of our Webinar series! Learn how ScriptLogic's Point, Click, Done approach to help desk management addresses the economic and service issues facing today's help desk. Register Now! | |||||||||||||
| [ More...] Oct-06-2008 | |||||||||||||
| What to Say to a Porcupine: Strategies for Dealing with Difficult Customers
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 What: 1 Hour Live Webinar with Q&AWhen: October 29, 2008 - 2:00pm EDT If you work in customer service and support, you know that some of the angriest - and craziest - requests come into your support team. In this webinar, we join with nationally-known communications skills author, and former help desk manager, Rich Gallagher to learn how to tame even your worst customer support situations. Using some of the latest techniques in communications skills and behavioral psychology, this hands-on event will break down the mechanics of difficult customer transactions, and teach you skills that will help both you and your customers feel at ease in any situation. Attend this webinar to discover: :: How to deliver bad news to customers without triggering a confrontation :: What to say when someone makes an inappropriate request - instead of just saying "no" :: How to defuse rude, angry customers and get them on your side :: What to do when a customer's behavior "crosses the line" -------------------------------------------------------- Bonus: The first 100 attendees will receive a free copy of Rich Gallagher's latest book What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service (AMACOM, 2008). -------------------------------------------------------- Register Today! | |||||||||||||
| [ More...] Sep-29-2008 | |||||||||||||
| Webinar: Creating the WOW Customer Experience: Delivering Support Capabilities to Exceed Expectations
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| Today, your customers expect instant gratification and open interaction. That means: Join industry guru Pete McGarahan and Consona CRM's Michael Tarbet as we explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure. View the webinar today! | |||||||||||||
| [ More...] Sep-03-2008 | |||||||||||||
| On-demand Webinar: The Virtual Support Center: Delivering Support Anytime, Anywhere
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| Implementing a virtual support center offers considerable financial savings to organizations, as technicians can deliver support anytime, anywhere. End-user satisfaction and productivity improve due to prompt attention to issues. Employee satisfaction improves due to greater schedule and location flexibility. A win-win for any company. Listen to this SupportIndustry.com webinar and learn the benefits of implementing a virtual support center in your organization, including: View the On-demand Webinar! | |||||||||||||
| [ More...] Sep-02-2008 | |||||||||||||
| Achieving Change Management from a Business Perspective
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| Your IT department will benefit from an effective and disciplined IT Change Management process. The business will benefit from a change process designed from a business perspective. This approach to IT management leads to enhanced business continuity and service levels. This SupportIndustry.com webinar, conducted by Pete McGarahan and FrontRange Solutions, examines IT and ITIL best practices for managing change across the entire IT infrastructure. As your organization advances from a reactive to proactive approach to IT – you need more visibility of the infrastructure and control of changes. It is no coincidence that 80% of all outages are due to change, and that roughly 80% of the IT analyst's time is spent trying to recover from unauthorized changes! In this webinar, you will learn: -- Why the first question during a system outage should be “What Changed?” -- Why formal and controlled IT Change Management is a high priority for the business -- The metrics that matter most for IT and the business -- Positioning IT Change Management on your ITSM Roadmap -- Changing the IT Culture to adopt and adapt to this formalized process for implementing change -- The business speaks – real life stories regarding change gone badly! Register today! | |||||||||||||
| [ More...] Jul-17-2008 | |||||||||||||
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