Help Desk White Papers

Series 400: Help Desk Issues

• Reduce Help Desk Stress Injuries

  Excerpt: Since many Support Center agents spend the brunt of their day entering call / issue data through a keyboard, or talking with customers on the phone, they are at high risk for induced repetitive stress injuries (RSI).

• Training in the Workplace

  Excerpt: Continuing education and training helps a company stay competitive in the marketplace by keeping an employee's skills sharp and by promoting employee morale and increasing productivity (which is something every help desk can benefit from).

• Generation Self-Help (The modern consumer and the customer service or help desk)

  Excerpt: Why has the help desk evolved into the service entity we know today? The information and technology ages have led to a very informed, knowledge seeking, and independent consumer.

• Hiring for the Help Desk (EQ vs. IQ)

  Excerpt: What is "EQ" you may ask? It is the corporate buzzword used to describe a person's social interaction, leadership qualities, teamwork abilities, self-management and other emotional skills. There is a growing belief that single the most important factor to a person's success (whether at work or in life) is their emotional intelligence.