IBM links techs with customers
Article Abstract:
International Business Machines Corp (IBM) has linked its support staff in its IBM HelpCenter with specific customers in an effort to create a dedicated team willing to provide support to customers. The escalation process for supporting the company's PCs and servers has been modified to minimize errant `hand-off' among its tecnicians. Under the new program, calls to the HelpCenter are automatically directed by a triage unit composed of certified experts on network hardware and adapters, server maintenance and network operating systems.
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:
IBM links techs with customers
Article Abstract:
IBM has modified its escalaltion process for supporting its personal computers and servers. The company has created dedicated teams to more closely link support staff with specific customers. Under this new set-up, calls to the IBM HelpCenter are automatically transferred by a unit composed of certified experts in server maintenance, network operating systems and network hardware and adapters.
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:
IBM links techs with customers
Article Abstract:
IBM has modified its escalaltion process for supporting its personal computers and servers. The company has created dedicated teams to more closely link support staff with specific customers. Under this new set-up, calls to the IBM HelpCenter are automatically transferred by a unit composed of certified experts in server maintenance, network operating systems and network hardware and adapters.
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:
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