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75 - ThermoDynamics - Help Desk 100 Success Secrets

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79 views

75 - ThermoDynamics - Help Desk 100 Success Secrets

Uploaded by

mozam haq
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Help Desk 100 Success Secrets | 74

Organizations that have many users who belong to different user-


type categories, or who may have many branches, offices and networks in
different geographical locations, may find it ideal to outsource their help
desk c all c enter f unction t o professional se rvice provider c ompanies.
When looking for the right service provider, the decision-makers for the
organization should try to identify the type of infrastructure the service
provider uses for its help desk system, its operational experience in
providing re solution to customer-related p roblems, a nd i ts sc ope o f
management expertise. To sum up, an ideal help desk call center services
service provider must have enough technology, processes and people to do
the job the way it should be done.
75 | Help Desk 100 Success Secrets

H O W C O M PA N I E S P R O V I D E H E L P
DESK REMEDIES FOR STRESSED-
OUT AGENTS

Day in and day out, call center agents (also known as help desk
professionals) ar e placed f ront and center in a g rueling work
environment, and t hen beset by grumpy, rude, unprofessional and
sarcastic callers. At the same time, these help desk professionals have to
contend with long work hours, and having to rush to fill their daily quota.
On top of this, they h ave to f ollow every necessary company standard
when it comes to operations protocol, just to keep their job and be paid
regularly. This is why help desk remedy becomes important for stressed-
out agents.

Getting a job with a help desk company may be the easy part. It is
keeping it as a regular day job (or night job - if you factor in mandatory
graveyard shifts and compulsory flexible working hours) that gives help
desk professionals a headache.

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