IT Policies

The Next Wave in Help Desk Optimization

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Executive Summary

In recent years, help desks have applied lots of call center technology to the help desk environment. The borrowed technologies have mostly addressed infrastructure problems, such as issue tracking, call handing (Interactive Voice Response and switches), and ticket routing. To get further big gains, help desks now need technology that automates some of the core agent activities. The question is. "Which activities?" To answer few questions, this paper will make some reasonable assumptions about how this help desk spends its call handling time.

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