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Reduce Support Costs by Optimizing Relevancy

This session focuses on how to wring efficiency out of Support processes by connecting the right resources with the right issues and problems on the first try, and matching relevant information with what matters to each individual in the process. It will explore how to achieve a higher first call re
This session focuses on how to wring efficiency out of Support processes by connecting the right resources with the right issues and problems on the first try, and matching relevant information with what matters to each individual in the process. It will explore how to achieve a higher first call resolution rates, while realizing up to 25% fewer inquiry calls to the service desk and a potential 85% reduction in time spent on every ticket from occurrence to assignment.
Recorded Aug 21 2012 41 mins
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Presented by
Desi DosSantos, VP Alliance Products, xMatters & Erik Hille, Sr Principal Product Marketing Manager, CA Technologies
Presentation preview: Reduce Support Costs by Optimizing Relevancy
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    While there is no silver bullet to combating either external or internal cyberattacks, there are steps you can take to build a defense strategy to protect your agency. Beyond just detecting attacks, you need to build up your defenses and take the necessary steps to protect your data and applications.

    In this session, we will discuss how you can leverage the Microsoft Enterprise Mobility Suite to help:
    1. Monitor behavior on your internal network and detect abnormal behavior
    2. Identify authentication irregularities from your users
    3. Protect applications using two-factor authentication
    4. Restrict access to confidential data
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    While there is no silver bullet to combating either external or internal cyberattacks, there are steps you can take to build a defense strategy to protect your agency. Beyond just detecting attacks, you need to build up your defenses and take the necessary steps to protect your data and applications.

    In this session, we will discuss how you can leverage the Microsoft Enterprise Mobility Suite to help:
    1. Monitor behavior on your internal network and detect abnormal behavior
    2. Identify authentication irregularities from your users
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  • Title: Reduce Support Costs by Optimizing Relevancy
  • Live at: Aug 21 2012 3:00 pm
  • Presented by: Desi DosSantos, VP Alliance Products, xMatters & Erik Hille, Sr Principal Product Marketing Manager, CA Technologies
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