Record Display for the EPA National Library Catalog
RECORD NUMBER: 14 OF 15| Main Title | Running an effective help desk planning, implementing, marketing, automating, improving, outsourcing / | |||||||||||
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| Author | Czegel, Barbara | |||||||||||
| Publisher | John Wiley, | |||||||||||
| Year Published | 1994 | |||||||||||
| OCLC Number | 30668307 | |||||||||||
| ISBN | 0471025445 (pbk. : acid-free paper) | |||||||||||
| Subjects | Computer industry--Customer services--Management ; Electronic office machine industry--Customer services--Management ; Information Services--organization & administration | |||||||||||
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| Collation | xxi, 376 p. : ill. ; 24 cm. | |||||||||||
| Notes | "Wiley/QED publication." Includes bibliographical references and index. |
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| Contents Notes | 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: setup -- Help desk case #2: starting into automation -- Help desk case #3: working well. |