Caveat mentor
Article Abstract:
Companies are resorting to new training techniques for their help desk personnel to save money and improve effectiveness. The average attrition rate for support center personnel is 10 to 14%, who quit after 12 to 18 months on the job over work pressures. For instance, help desk procedures at Wright Express have documented so that guesswork would be eliminated in doing the task. Montgomery College tries to reduce the number of hours call takers spend on the phone by rotating their schedules and allowing them to solve problems while off the phone.
Publication Name: Service News
Subject: Computers and office automation industries
ISSN: 1046-1965
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
Just a reminder
Article Abstract:
The computer training industry has a higher level of burnout than other industries. This situation may be an indication that information technology (IT) professionals are unfocused about their work. The IT training industry is not just about the passing of IT information to end users but is an industry built on helping other people. It professionals serve not merely to communicate information but are more concerned with helping students become more effective in their jobs.
Publication Name: Service News
Subject: Computers and office automation industries
ISSN: 1046-1965
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: Taking the nickel tour. Projecting a winner. Media 100 and Vincent beat the competition
- Abstracts: Metrics for success. Gigs with an upside. From gigs to big bucks in five steps
- Abstracts: Battle of the online bookstores. Net auctions are big bidness. IAHC creates seven new domains to ease .com congestion
- Abstracts: A captive audience. Culture club
- Abstracts: Innovation in Service Awards presented. Buyer's guide 1997. DKSystems Inc. OnTrack for Training 4.2