White Papers

Help Desk Renaissance: A New Understanding of the Importance of Technical Support Services

Category: IT Management, Enterprise Applications

Overview The technical help desk has traditionally been a place where minimal effort or expense is placed. To save money, many companies have sent their call centers overseas. However, new issues are developing which are causing companies to rethink their technical support strategy. These issues include an increase in technological frustration by American consumers, a back lash of American consumers against companies using foreign call centers, a reduction of experienced workers as the "Baby boomers" retire, and an insufficient number of new IT college graduates able to fill the void. The implication is that the combination of these forces is creating a "Perfect storm" which will ultimately affect information systems in two ways.

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Publisher: Mt. Hood Community College
File Format: PDF
Date Published: Apr 11, 2008
Format: White Papers
Topics: Help Desk, Call Center - Contact, Customer Support Services

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