Webcasts
The Register / Citrix Webcast
 Find out how IT culture and employee satisfaction can be improved. suitable for a wide variety of professionals from across the business & IT spectrum, this event covers:
- Exclusive industry research surrounding the challenges that IT faces in keeping the business productive while attracting, retaining, and developing IT professionals.
- Best practices for creating an attractive environment to improve IT recruiting and retention.
- Demonstrations on how Dexis built an IT culture of performance and value by leveraging remote support technology.
The Register / Citrix Webcast
 Desktop support is the public face of most IT deparments, and hub of many daily IT operations and services that are routinely delivered to users, or customers. But too often IT support is overlooked in the grand scheme of all things IT. Citrix Webcast
Do you have the power to resolve customer issues with one contact - every time?
"Surveys show that the single greatest way to satisfy customers is to have the first agent they speak with solve their problem," says John Ragsdale, VP of Research for the SSPA.
Unfortunately, SSPA Benchmark shows that first contact resolution is declining, down from 54% to 46% in the last 3 years.
View Webinar to hear SSPA analyst John Ragsdale make a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
Citrix Webcast
Do you have the power to resolve technical issues with one call - every time?
GoToAssist 8.0 is redefining the IT experience by offering users the ability to:
- Collaborate: Bring the entire support team within reach.
- Monitor Quality: Exceed your users' expectations.
- Gain Administrative Control: Quickly fix PCs without interrupting the session.
Watch this Webinar to get a under-the-hood look at how the new GoToAssist 8.0 remote support solution enables the IT organization to be the engine that keeps your end users productive and your company running.
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Whitepapers
According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. Areas such as resolving users' requests in a timely manner and successfully resolving an issue on the first call were identified as key opportunities for improvement.
Do you want to know how your company can deliver exceptional support and, as a result, significantly impact your IT department and organization as a whole? Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover proven industry best practices, processes and technologies, including how to:
- Quickly resolve technical problems and save time
- Rapidly resolve complex, mission-critical incidents
- Handle increasing call volume without increasing budgets
Confused about how to optimize your customer support program? You're not alone.
The Service and Support Professionals Association (SSPA) recently released a groundbreaking white paper outlining the 6 hardest-hitting issues facing support executives today.
Download the SSPA White Paper today to discover what the SSPA recommends as a secret weapon to combating these tough issues and learn foolproof strategies for increasing productivity, quality, satisfaction and loyalty.
Dermalogica's 50 sales professionals are on the go most of the time, which is why the company's IT help desk outfitted the remote sales force with laptops. Then Dermalogica's IT help desk turned to Citrix® GoToAssist® to ensure that the fleet of laptops remains up and running for remote employees.
Download this brief case study to learn how GoToAssist's fast, cost-effective remote support via the Web provides Dermalogica's IT help desk with these key benefits:
- Increased sales team productivity
- More efficient IT help desk remote support
- Decreased courier costs and increased IT help desk productivity
How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT help desk checkup.
Evaluating the efficiency of your IT help desk is easy and only takes a few minutes. This evaluation guide will help you assess the following areas:
- Service Delivery and Management
- Managing Operations Costs
- Application Change Management
- Customer Management and Communications
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Biting the hand that feeds IT
31 Best Practices for the Service Desk