Running an effective help desk : planning, implementing, marketing, automating, improving, outsourcing

著者

• Czegel, Barbara

書誌事項

Running an effective help desk : planning, implementing, marketing, automating, improving, outsourcing

by Barbara Czegel

（Wiley-QED publication）

John Wiley, c1994

• : pbk

注記

Includes bibliographical references and index

入力は遡及データによる

内容説明・目次

内容説明

Many companies have implemented traditional Help Desk Operations. If clients have a computer problem, they pick up the phone and either log in the problem via voice mail or immediately reach a Help Desk Operator. This book aims to guide the Help Desk department through each step of setting up both a traditional and web-related Help Desk. The book contains ready-to-use templates in both Word and HTML formats for many different Help Desk projects.

目次

• THE BASICS
• Getting Focused
• INTERNAL WORKINGS OF THE HELP DESK
• Structure
• Problem and Work Management
• Tracking
• APPLYING TECHNOLOGY
• Toward Automation
• Help Desk Tools
• OPTIMIZING PERFORMANCE
• Measuring Performance
• Marketing
• Cost/Benefit Analysis
• Outsourcing
• CASE STUDIES
• Help Desk Case #1: Set-Up
• Help Desk Case #2: Starting into Automation
• Help Desk Case #3: Working Well
• References and Further Reading.

「Nielsen BookData」 より

詳細情報

• NII書誌ID(NCID): BA39512296
• ISBN:
  • 0471025445
• LCCN: 94026250
• 出版国コード: us
• タイトル言語コード: eng
• 本文言語コード: eng
• 出版地: New York
• ページ数/冊数: xxi, 376 p.
• 大きさ: 24 cm
• 分類:
  • LCC : HD9696.C62
  • DC20 : 004/.068/8
• 件名:
  • LCSH : Computer industry -- Customer services -- Management
  • LCSH : Electronic office machine industry -- Customer services -- Management
• 親書誌ID:
  • BA22997237