Help Desk 2000 seeks to elevate profession

Article Abstract:

Help Desk 2000 and Support Technologies is offering two certification programs designed to improve the motivation, communication skills and the level of service given by help desk professionals. Its Certified Help Desk Professional (CHDP) program focuses on the development of communication skills including the 'human/screen harmony.' The latter involves the ability to talk, type and look at the screen at the same time. Among the companies that have availed of the CHDP program is the Chick-Fil-A restaurant chain. Its staff of six help desk analysts will soon have CHDP certification.

Services introduction, Other Management Consulting Services, Business & Mgmt Consulting NEC, Consulting services, Help Desk 2000 and Support Technologies Inc.

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Kemper completes help-desk reengineering project

Article Abstract:

Kemper Insurance Co achieved a milestone in its help desk operations when it relocated all of its support analysts into the same floor of the same building. Customer Support Mgr Shari Laffredi said Kemper is now at a point where it can look at things strategically. Kemper's help desk reengineering efforts started in 1995 when it brought in Synet Service Corp as consultant. The reengineering plan sought the consolidation of the help desk staff with its functions, the installation of an interactive voice response system and problem resolution software.

General services, Insurance, Insurance Carriers and Related Activities, Kemper Insurance Co.

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Combo sends training snippets from help desk

Article Abstract:

Magic Solutions is bundling its help-desk management software SupportMagic with Support On Site Learning Solution, an interactive computer-based training software from Ziff-Davis Training and Support. The package is designed to allow users to deliver training straight from the help desk. Help desk staff can provide answers to 'how to' calls by sending tutorials via e-mail and other media such as CD-ROMs and intranets.

Product information, Business training software, Help desk software, Magic Solutions

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