Help Desk Software – Research & Resources
Featured Vendor: HelpDeskCoach.com
Analyst Groups (Free and Premium Research)
- Aberdeen Group
- Butler Group
- Enterprise Management Associates
- Forrester Group
- Info-Tech Research Group
- Ventana Research
- Yankee Group
- Introduction to Help Desk Concepts and Skills
- ICMI’s Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
- The Help Desk Audit: Blueprint for Success
- How to Manage the IT Helpdesk – A Guide for User Support and Call Center Managers
- Running an Effective Help Desk, 2nd Edition
- A Guide to Help Desk Concepts
- Using Service Goals and Metrics to Improve Help Desk Performance
- How to Manage the IT Help Desk
- The Art of Software Support
- The Complete Help Desk Guide
- Capterra – Directory of CRM software products.
- CallCentersIndia.com – India-focused call center directory.
- Helpdesk.com – Where you are now! The leading online directory resource for service and support related solutions including help desk, CRM, and call center software.
- Help Desk Software Directory – A comprehensive listing of help desk software vendors and solutions.
- ITHelpDeskSoftware.com – Help desk reviews, comparisons, and more.
- KnowledgeStorm – Comprehensive directory spanning help desk, IT, finance, and just about any type of software you can imagine.
- Project Manager .com – The official free directory of online web project management software.
- SoftScout.com – Directory of IT-related software including CRM and help desk solutions.
- Software Advice, Inc. – Comparison and review site for help desk and CRM software packages.
- 1to1 Media – Excellent resource for timely, insightly CRM articles and stories
- Call Centers India – An India-specific resource site for call center outsourcing, consulting, jobs, and more
- Call Centre Managers Forum – An “oasis” for call center managers
- callcentres.net – Provides specialised research, analysis and information to the Call Centre industry
- CallCenterOps.com – Provides information to those who are involved in real-time customer service via a call center or help desk
- CRMAdvocate – A great CRM resource, CRMAdvocate seeks to accelerate the acceptance of CRM solutions through education, awareness and example
- CRM Daily – Good CRM resource site for stories, news, and more
- CRM Evaluation Center – A good resource for conducting high level research into the CRM software selection process
- CRM Software Guide (PDF, 757k) – Got CRM? Small Business CRM Software Guide (white paper) from Surado Solutions
- CRM Today – CRM resource site complete with articles, news, events, more
- CrystalUser.com – Crystal Reports product training and consulting; site includes message boards and user groups
- Customer Service Point – Resource on quality customer service, CRM, help desk tools, books and more
- Freebyte – A guide to free technical support sites
- GuardCentral.com – A Computer and Internet Security Portal that offers access to shareware and freeware, useful tips and tricks, product reviews, discussion forums and more
- Help Desk Zone – Management Desk – Help desk software and support needs explained from a management perspective. A solid help desk resource from a vendor sponsored directory (Help Desk Ware Group)
- helpdesk.com – Where you are now! The leading service and support resource destination on the Web. Period.
- InsideCRM – CRM news, events, research, more
- iPOTT – Online directory for India-based software
- IQPC – Founded in 1973, IQPC is an established event and conference organizer, organizing thousands of events each year. 800-882-8684
- ITIL Associates – ITIL and IT Service Management information, resources and tools
- ITIL Open Guide – A public collaberation to document ITIL, including service desk and problem management
- ITtoolbox CRM – Content, community, and service for CRM professionals, providing technical discussion, job postings, news, and more
- ITtoolkit.com – Resource for IT and project management professionals offering articles, tools and services for IT support, operations and project management
- ITworld.com – Online publisher of news, educational content and broadband interactive media for the IT community; a business unit of IDG
- MyCustomer.com – Good CRM resource site by Sift Media.
- Outbound Focus – Site addressing call center and telemarketing issues worldwide, including best practices, and technological developments
- Phil Verghis’ Helpdesk FAQ – A must read!
- Qarbon – A unique collection of existing and custom-made “viewlets” for all areas of online training and support
- searchCRM.com – A resource site on CRM, business intelligence, and other areas of enterprise management
- SupportIndustry.com – A comprehensive research resource and guide for support and CRM professionals
- The Help Desk Community Forum – Provides a means of communication between help desk users and offers a range of information to all visitors
- The Newsletter Source – Computer Articles, Tips, Cartoons, Fun and Quotes for YOUR MIS or help desk newsletter
- The Outsourcing Toolkit – Everything you need to know about outsourcing your support including SLAs, benchmarking, and making the transition
- The Resource Center for Customer Service Professionals – An all-in-one destination that offers paid-for events, seminars, books, and other useful resources
- The Software Network LLC – Provides a comprehensive online directory of business software solutions. 518-280-8715
- TMC Net – Help desk and CRM-related and events
- Web based Project Management Software Directory – Directory of business software for all areas of business management