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Article : Tip of the Day

In these difficult economic times, great tips that can actually help your company are like golden eggs. In this article, industry experts share tips to improve customer service. Want the opportunity to obtain a basketful of golden eggs? Attend the Top Ranking Performers Conference in Las Vegas.

Greg Beaver
Vice President Customer Services
United States

"Take the time to understand and apply LEAN to your processes. Remove the non-value add steps and save time and money by doing so. Your customers and associates will appreciate the change."

 
Linda Olsan
Customer Care Operations Manager
Assurant
United States

"Improve business processes prior to automation."

About Assurant

Assurant Solutions companies develop, underwrite and market specialty insurance, extended service contracts and other risk management solutions in collaborative relationships with financial instituti... (read more)
 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Treat all contact methods the same , whether it is chat, email , calls or letters make sure customers get the same level of service."

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"Empower your advisors to do what is right for the customer. In turn what is right for the customer is usually right for the business."

 
Barbara Mount
Director, Customer Service
Imperial Parking
Canada

"Find a way to empower CSRs with 1 call resolution and train them on their soft skills for assertiveness and confidence. The customer must FEEL a sense of true confidence the task is complete, they won't just take a weak-sounding CSRs word for it."

About Imperial Parking

Impark operates almost 2,000 parking facilities with 450,000 parking spaces in North America.
 
Kainat Zehra
Head Customer Care
India

"back office determines customer response at front end, so treat the internal staff u deal with as internal customers, not as outsiders to your company"

 
David Heminsley
Business Owner
Daves World
United Kingdom

"More training individually based on the telephone users needs"

 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"Try not to make all your Customers suffer because some of your Customers take advantage of your business. An example of this would be restrictive policies on returns of merchandise. Many Companies make the ability to return merchandise very difficult in order to deter the high-returners (gift card only, exchange only, 7 day return etc). The right thing to do is focus (and be ruthless with) your high returners and be more free with your good Customers. They will thank you for your trust with loyalty and recommendations of how easy it is to do business with you. Putting any walls in front of your Customer will directly affect their satisfaction with your organization. Make it easy to do business with you, and your Customers will multiply."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Lissa Millspaugh
Vice President Operations
ChoicePay
United States

"Try to be aware of the ROI for all processes. Know what it costs you in labor, materials, storage space, etc. to do it; and the benefit you receive. If the benefit isn't obvious, then the process needs to be questioned and either improved or eliminated."

 
Mary Hampton
Consultant
DXC Technology
United Kingdom

"Effective communication to provide understanding of the process the client is going through."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"The procedures used should be as consumer friendly as possible while meeting the needs of the business. For any processes that the customer has to wait a period of time before their needs are met, please ensure that it is done in a quick and timely fashion as not all customers will be as patient."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"Make them as simple as possible. Go outside your own company and be a customer. Eliminate all frustration. Make processes seamless for the customer."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Penny Phaneuf
Director, Client Services
Top Local Search
United States

"Same as #8. Listen first, repeat the issue, confirm the issue and either resolve or layout a plan to resolve."

 
Ginger Tidrow
Customer Relations Specialist
FedEx
United States

"Empower your people to fix problems."

About FedEx

FedEx is committed to providing outstanding customer experience, to being a great place to work, a thoughtful steward of the environment and a caring citizen in the communities where we live and work.... (read more)
 
Darleen Witmer
Customer Service Manager
darleen.com
Canada

"Have adult supervisors for all shifts with a manager on hand."

 
Grace Heny
Director
168Solution
Indonesia

"It is higher management authority in supporting, creating and developing a continuouse process improvement related to business process to provide good service."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jan Shabi
Communications Supervisor
Metropolitan Police Service
United Kingdom

"reward loyalty"

About Metropolitan Police Service

The Metropolitan Police Service (MPS) is the territorial police force responsible for policing within Greater London, excluding the 'square mile' of the City of London which is the responsibility of t... (read more)
 
Larry Poyner
Director of Marketing
Uber Results
United States

"Put more value in Customer Relationship Management and budget accordingly."

 
Marylee Woods
Customer Service & Training Advisor
City of Des Moines
United States

"Always look at business processes from two views. Review the process from an internal perspective with an eye to efficiencies that will improve service and also assess the process from your customer's perspective. You can be extremely efficient and service-oriented but if you're not meeting the needs of your customer, you've missed the point."

 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"Make the process as streamlined as possible so it is easy to implement, and have it be seamless to your customer."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John Rico
Manager: Customer Care
Boingo Wireless Inc
United States

"Put more focus on Customer service/suipport, they are the voice of your company."

About Boingo Wireless Inc

Boingo Wireless is a private American company that provides wireless communication services, specifically Wi-Fi. It was founded by Sky Dayton, who also founded Earthlink.
 
Helle McDermott
Customer Care Leader
PerkinElmer
Belgium

"You can alway improve!!"

About PerkinElmer

PerkinElmer, Inc. is an American multinational technology corporation, focused in the business areas of: Life and Analytical Sciences, Optoelectronics, and Fluid Sciences. PerkinElmer's Life and Analy... (read more)
 
Roslyn Cross
Current Student
United States

"Embracing the customer service provider is important to any company. Instill confidence in your customer service staff and you have increased your companies earning power..."

 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Survey your customers and link back those results to internal assessment of service."

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
 
Edison Stephen
VP Customer Interaction
Fujitsu
Trinidad and Tobago

"The business process must allow each employee to have a holistic view of the client (not necessarily of all the details) - allowing them to be informed during interaction."

About Fujitsu

Fujitsu is a provider of customer-focused information technology and communications solutions for the global marketplace. Since Fujitsu 19 19s establishment in 1935, we have maintained a commitment to... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Don't let the internal need dictate the process. Rather, let the customer experience play the major role in how things move internally throughout your organization."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"Simplify. The harder it is for a customer to do business with you, then the experience is already tainted and you are behind before you even talk to the customer. Do not create a negative atmosphere before the customer has spoken to your staff member."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Evelyn Huff
Customer Service Representative
FCIS
United States

"There should not be a time limit for assisting customers."

About FCIS

The Florida Council of Independent Schools (FCIS) is a professional education association founded in 1954 by a small group of independent private school leaders. Their purpose was to establish high st... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"measure everything that is important after you document it and get it ratified by the customer"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
 
Hanz Cubillan
Customer Service Director
Sao Bac Dau Business Solutions Corp.
Vietnam

"Update processes regularly."

About Sao Bac Dau Business Solutions Corp.

Sao Bac Dau Business Solutions Corporation (SBS) - a member of Sao Bac Dau Technology Group - is a technology services company delivering business and technology solutions to help its clients improve... (read more)
 
Robin Ayers
E-Commerce Customer Service Manager
Deckers Outdoor Corporation
United States

"communicate, communicate, communicate"

About Deckers Outdoor Corporation

Deckers Outdoor Corporation is a footwear manufacturer based in Goleta, California, United States. It began in 1973 as a sandal producer, run by Doug Otto.
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Tuesday, August 18, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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