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Synopsis

A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a help desk. In the Information Technology Infrastructure Library, within companies adhering to ISO/IEC 20000 or seeking to implement IT Service Management best practice, a help desk may offer a wider range of user centric services and be part of a larger Service Desk.

This book is your ultimate resource for Help desk. Here you will find the most up-to-date information, analysis, background and everything you need to know.

In easy to read chapters, with extensive references and links to get you to know all there is to know about Help desk right away, covering: Help desk, Attitudinal analytics, Brand community, Business Augmentation Services, Catriona Campbell, ClickTale, COPC Inc., Customer Data Integration, Customer dynamics, Customer experience, Customer experience analytics, Customer experience systems, Customer experience transformation, Customer Feedback Management services, Customer insight, Customer Integrated System, Customer intelligence, Customer interaction management, Customer intimacy, Customer involvement management, Customer lifecycle management, Customer reference program, Customer relationship management, Customer service, Customer service training, Demand chain, Enterprise relationship management, Extended Relationship Management, Facing (retail), Foviance, House call, Incentive program, Kampyle (Software), Lead scoring, Music on hold, National Asset Recovery Services, Outsourcing relationship management, Product support, Quality Assurance in Public Transport, Relationship Management Application (RMA), Sales process engineering, Saveology.com, Service rate, Social CRM, Speech analytics, Customer support, SWIFTNet InterAct Realtime, SWIFTNet InterAct Store and Forward, Tealeaf, Technical support, The International Customer Service Institute, Touchpoint, Usability Sciences, AetherPal, Bug tracking system, Comparison of help desk issue tracking software, Comparison of issue-tracking systems, Computer-aided maintenance, EHelp Corporation, FIT Issue Management, GLPI, GWI Software, HEAT (software), Help desk humor, Helpdesk and incident reporting auditing, IssueNet, ISupport, Kayako, Knowledge Centered Support, KnowledgeBase Manager Pro, Liberum Help Desk, Mojo Helpdesk, OTRS, Remote network support, SimpleDesk, Supportworks, Virtual help desk, Web Help Desk.

This book explains in-depth the real drivers and workings of Help desk. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Help desk with the objectivity of experienced professionals.

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