Citrix Online White Paper Sample

Service desks can employ the best agents in the world, or run the most sophisticated technologies, but without effectively combining the two, and directing their interactions based on sound processes, they won’t deliver service and support that differentiates. Some service transformation tools, such as remote support, not only improve customer service delivery, but positively impact employees and business processes as well.

As budgets tighten and workforces become more global and mobile, remote support tools, particularly, play a critical role in delivering support efficiently — and in the process, increase employee satisfaction, customer satisfaction, and breadth and depth of support delivery. While support organizations should invest in self‐service options to drive users to solve their own issues, many have remote support tools at the ready for an escalated session, particularly for complex, time‐sensitive issues. These tools:

• Increase the speed of desktop and server fixes
• Ensure uptime and end‐user productivity
• Reduce economic losses associated with downtime
• Reduce or eliminate travel costs
• Improve customer satisfaction with drastically higher first contact resolution rates
• Improve employee satisfaction, both on the front lines and in higher tiers