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| Doing it right: Help Desk best practise |
home > help desk special feature > doing it right: help desk best practise register - home - research papers - jobs - supplier directory - discussion forum - white papers table of contents help desksime in training. little if any training after initial introduction.” when this lack of training created irate customers frustrated by hour-long queues to reach the help desk , the company responded byel support calls: 5min. 12 sec average length of first level support call prior to escalation to second level: 8.6 mins. average abandon call rate: 5.58% stated abandon call rate target 4% average ofucture library (itil), an it service management scheme developed in response to business’ need for consistent high quality it services and available as a seven -volume set of books which outline tentrong problem management systems. “looking at what it is possible to do the next time the same problem arrives at a help desk can make a huge difference,” he says. configuration management – theoint of accountability for meeting the agreed level of achievement. sean forbes, global vice president of marketing and business development at help desk software vendor rightnow says that to customers calling my team directly because if one of them is sick and can’t answer the phone a customer could think that new era isn’t looking after them.” even with adherence to best practise as
http://www.callcentres.net/callcentres/live/me.get?site.sectionshow&call710 - 12k
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http://www.callcentres.net/callcentres/live/me.get?site.sectionshow&call710
2005-12-03 18:27:12
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