|
Helpdesk
A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced in ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Robert Gordon University
Robert Gordon University, commonly called RGU, is a public university in the city of Aberdeen, Scotland. It became a university in 1992, and originated from an educational institution founded in the 18th century by Robert Gordon (philanthropist), Robert Gordon, a prosperous Aberdeen merchant, and various institutions which provided adult and technical education in the 19th and early 20th centuries. It is one of two universities in the city, the other being the University of Aberdeen. RGU is a campus university and its single campus in Aberdeen is at Garthdee, in the south-west of the city. The university awards degrees in a wide range of disciplines from Bachelor's degree, BA/BSc to PhD, primarily in professional, technical, health and artistic disciplines and those most applicable to business and industry. A number of traditional academic degree programmes are also offered, such as in the social sciences. In addition, the university's academic and research staff produce research i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comparison Of Issue-tracking Systems
This article is a comparison of issue tracking systems that are notable, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems. The comparison includes client-server application, distributed and hosted systems. General Systems listed on a light purple background are no longer in active development. Features Input interfaces Notification interfaces Revision control system integration Authentication methods Containers See also * Comparison of help desk issue tracking software * List of personal information managers * Comparison of project management software The following is a comparison of project management software. General information Features Monetary features See also * Kanban (development) * Project management software * Project planning * Comparison of scrum software * Comparison o ... * Networked Help Desk * OSS through Java Notes References ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Help Desk
A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Merriam-Webster
Merriam-Webster, Inc. is an American company that publishes reference books and is especially known for its dictionaries. It is the oldest dictionary publisher in the United States. In 1831, George and Charles Merriam founded the company as G & C Merriam Co. in Springfield, Massachusetts. In 1843, after Noah Webster died, the company bought the rights to ''An American Dictionary of the English Language'' from Webster's estate. All Merriam-Webster dictionaries trace their lineage to this source. In 1964, Encyclopædia Britannica, Inc. acquired Merriam-Webster, Inc. as a subsidiary. The company adopted its current name in 1982. History Noah Webster In 1806, Webster published his first dictionary, ''A Compendious Dictionary of the English Language''. In 1807 Webster started two decades of intensive work to expand his publication into a fully comprehensive dictionary, ''An American Dictionary of the English Language''. To help him trace the etymology of words, Webster learned ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Queue Area
Queue areas are places in which people queue (first-come, first-served) for goods or services. Such a group of people is known as a ''queue'' (British usage) or ''line'' (American usage), and the people are said to be waiting or standing ''in a queue'' or ''in line'', respectively. (In the New York City area, the phrase ''on line'' is often used in place of ''in line''.) Occasionally, both the British and American terms are combined to form the term "queue line". Examples include checking out groceries or other goods that have been collected in a self service shop, in a shop without self-service, at an ATM, at a ticket desk, a city bus, or in a taxi stand. Queueing is a phenomenon in a number of fields, and has been extensively analysed in the study of queueing theory. In economics, queueing is seen as one way to ration scarce goods and services. Types Physical History The first written description of people standing in line is found in an 1837 book, '' The French Revol ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Call Distributor
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as Computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible." Background A Private Branch Exchange (PBX) is a telephone exchange device that acts as a switchboard to route phone calls within an organisation. This technology developed into Automated Call Distribution systems using computer technology to automat ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Center
A call centre ( Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen to be an open workspace for call center agents, with workstations that include a computer and d ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Service
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention. Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. Customer service does not only focus on the external aspect of the organization, but also the internal relations that facilitate the business activity. For ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comparison Of Help Desk Issue Tracking Software
This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management. See also * Comparison of issue-tracking systems This article is a comparison of issue tracking systems that are notable, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems. The comparison includes client-server application, di ... * Networked Help Desk * OSS through Java External links * {{curlie, Computers/Software/Help_Desk, Help Desk Software * Help desk issue tracking software ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Technical Support
Technical support (abbreviated as tech support) is a call centre type customer service provided by companies to advise and assist registered users with issues concerning their technical products. Traditionally done on the phone, technical support can now be conducted online or through chat. At present, most large and mid-size companies have outsourced their tech support operations. Many companies provide discussion boards for users of their products to interact; such forums allow companies to reduce their support costs without losing the benefit of customer feedback. Outsourcing technical support With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growt ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Help Desk Software
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising. Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management. Oftentimes, the two terms are used interchangeably. Nevertheless, help desk software specifically refers to the system that addresses customer queries. History The history of help desk software dates back to the 20th century when businesses relied mostly on face-to-face interaction to resolve customer issues. Customers had to visit a company’s store or office with the product to get their problems solved. With the invention of the telephone in 1876 and the telephone switchboard in the 1890s, the help desk assumed a better approach. Customers were able to reach their company and voice out their problem over the phon ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer Telephony Integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Common functions By application type CTI applications tend to run on either a user's desktop, or an unattended server. ;Common desktop functions provided by CTI applications * Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details. *Dialing - Automatic dialing and computer-controlled dialing (power dial, preview dial, and predictive dial). *Phone control - Includes call control (answer, hang up, hold, conference, etc.) ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
.jpg "Click for more on -> Customer Service")