Implementing and Automating Successful Help Desk and Call Center Practices

Effective internal and external customer support are essential to your survival and profitability. By investing in help desk and call center automation, you enhance service levels while reducing costs.

Here are some of the compelling benefits of automating your help desk or call/contact center:

• Reduce the impact of incidents, problems and/or changes in business operations.
• Increase satisfaction for staff and customers.
• Identify technological infrastructure problems more effectively.
• Use staff and technical resources more efficiently.
• Improve the quality of service and create expectations for service and problem resolution with measurable service levels.
• Establish performance metrics to evaluate the service of the help desk and call/contact center.

ACM offers help desk and call/contact center automation services that go beyond merely installing the product and/or application. Rather, ACM first looks at identifying, improving and creating processes before implementing technology to automate them – helping clients be more proactive.

ACM offers extensive experience with several help desk and call/contact center automation solutions. Although many of these applications provide “out-of-the-box” functionality, ACM has the knowledge and expertise to customize and adapt each product to the specific needs of clients and best practices such as ITIL.

ACM supports clients through the entire lifecycle of the implementation:

• Evaluation, design and restructuring of business processes to support a help desk and call/contact center, based on ITIL.
• Standardization of documentation procedures, and operating and business processes supporting a help desk and call/contact center, based on ITIL.
• Preparation of documentation for procedures, operations, processes and systems.

ITSM by FrontRange Solutions (FRS) HEAT by FrontRange Solutions (FRS) IPCC by FrontRange Solutions (FRS)

• Training of administrators and end users.

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