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Posted:
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29 Oct 2007
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Published:
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01 Aug 2007
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Format:
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PDF
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Length:
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2
Page(s)
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Type:
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Product Overview
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Language:
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English
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ABSTRACT:
An effective service desk must offer a single point of contact to quickly and easily resolve desktop, mobile and software related issues so that users can stay productive and focused on their business. Learn about the critical components needed for an automated service desk including: - Centralized, multi-channel issue tracking that captures a complete history of a client's service experience (web, phone, e-mail, chat, etc.)
- Self-service, online e-support tools
- Knowledge management
- Integrated telephony
- Automated reporting and metrics to monitor performance and productivity
- Industry-leading workforce management system and tools used to manage, predict, and staff to call volumes to maximize agent staffing levels
- Trained, knowledgeable and industry-certified agents
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BROWSE RELATED
RESOURCES
Change Management | Customer Service Best Practices | Help Desk Management | Help Desks | IT Infrastructure | Network Best Practices | Service Level Management
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View All Resources
sponsored by CompuCom Systems, Inc.
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CIO Research Library 