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TMCNet: Numara Software Extends Popular Webinar on Customer Support Innovation for Call Centers

[August 20, 2007]

Numara Software Extends Popular Webinar on Customer Support Innovation for Call Centers

TMCnet News
 

TAMPA, Fla. --(Business Wire)-- Numara Software, Inc., a leader in service desk management solutions for IT professionals, today announced it will extend the run of its popular webcast, "Managing Growing Technical Complexities While Meeting High Touch Customer Demands." Originally attended by over 200 IT and call center professionals, the 60-minute presentation includes commentary from industry experts on mitigating technical complexities in the call center while enhancing the customer experience.


"Business is moving at an increasingly accelerated pace, particularly for service desks," said Mark Krieger, vice president of development, Numara Software. "The average customer service desk is handling at least double the call volume of the last three years due to complexity overload. In order to deliver world-class support today and into the future, optimizing service desk management is key. Through vehicles such as this webinar, we're able to leverage our long history of delivering 'best of breed' solutions to the marketplace and share the valuable lessons we've learned regarding improving the customer experience. We hope that registrants come away equipped to build an effective support infrastructure that best serves their customers' needs."

During the webcast, presenter John Ragsdale, vice president of research for the SSPA, offers innovative solutions to 'surviving support's perfect storm' while Elisabeth Granozio, product manager for Numara Software, discusses how best to employ centrally-managed customer support using solutions such as Numara FootPrints. Numara FootPrints is a web-based, user-friendly service desk solution that provides businesses with a central tracking repository, allowing them to better manage problems across touch points.

"Increased complexity and workload should not compromise quality," said Ragsdale. "Businesses today must adapt their way of thinking in order to meet the needs of an ever-changing customer and effect better results. The key to a successful customer service desk, delivering superior service, is striking the right balance between people, process and technology."

Managing Growing Technical Complexities While Meeting High Touch Customer Demands will help businesses:

-- Avoid customer requests falling through the cracks

-- Manage requests across multiple channels

-- Decrease time spent on calls due to technical complexities

-- Decrease delay time, increasing customer satisfaction levels

-- Decreasing number of escalations

-- Identifying/assessing problem trends

The original web broadcast was posted on Thursday, July 26. Presenters included John Ragsdale, vice president of research, Service & Support Professionals Association; Elisabeth Granozio, product manager, Numara Software; and Joe Fleischer, chief technical editor, ICMI Customer Management Insight. To access the webcast, please visit http://w.on24.com/r.htm?e=51494&s=1&k=2B331B55CB5256E63AA1E11161443025


About Numara Software, Inc.

Founded in 1991, Numara Software, Inc. (formerly Blue Ocean Software) is a global provider of service desk management solutions for help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. The Numara Software trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitoring.

With its two flagship products, Numara Track-It! and Numara FootPrints, and more than 50,000 customer sites worldwide, Numara Software is the service desk management leader for small to mid-sized enterprises. To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please call (800) 557-6970 or visit: www.numarasoftware.com.


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