Now there's a book for every help desk and support/call center that needs to answer customer questions and solve technical problems. This book helps you predict call volume, reduce turnover (and costs) and choose the right tools for automating. It's packe
Simply defined, a help desk is were customers and clients turn to for answers to questions and solutions to problems. This book will help you create the world's best help desk for technical support. It covers help desk software, equipment, staffing, Internet help services, and future trends.
Customer Reviews & Comments
The title is a bit deceptive - this book serves best as a primer for those who have little or no prior knowledge of help desks. Those familiar with the topic will quickly move through the book and discover that the better half is devoted to synopsii of help desk applications. And while that information is useful, much of it is readily available on the Internet. For those researching help desks for the sake of a technical writing project or for managers looking for information to improve an existing help desk, this book will likely fall short of the mark. The writer's style is encouraging and you do sense that she knows much more than the book contains. And the pages that deal with workplace ergonomics were nice, although they didn't seem alltogether pertitent to the main theme. Not a bad book, but hardly "complete."
