January 2006 - Featured Article: How can ITIL improve your help desk?

The Information Technology Infrastructure Library (ITIL) is based on this premise:

If an organization depends on technology, that organization must better manage its technology services to improve its business.

To help organizations like help desks and call centers better manage their IT services, Great Britain's Office of Government Commerce created the ITIL. This system advocates a top-down approach to business and management practices for IT service organizations. ITIL teaches you how to examine the value that your call center gains from IT services and how to build a framework to improve the quality of your IT services. As ITIL pushes you to identify the strengths and confront the weaknesses of your call center, it also guides you to develop your call center's strengths and surmount the weaknesses. Read more from the help desk whitepaper

November / December 2005 - Featured Article: Reduce Help Desk Stress Injuries

You might think that Help Desk or Call Center agents are at very low risk for work-related injuries. 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). According to the National Institute for Occupational Health and Safety, a three-fold increase in problems related to hand and wrist pain has occurred in the last two decades. Companies (including those with help desks and call centers) are finding that these injuries can be reduced or eliminated completely by providing ergonomically-correct work areas as well as training employees to perform repetitive tasks correctly. more...

October 2005 - Featured Article: Integrating Web-based Support within Your Helpdesk

Integrating a web interface component enables your support department to dynamically interact with your automated helpdesk software from any location. A complementary web interface component provides a dynamic connection to your helpdesk database. Increase efficiency and productivity among your support center by allowing IT technicians, customers, or other desktop support members connectivity from any network location. Because web interface components are thin-client applications, they can be accessed by a large number of concurrent users from most HTML web browsers and can decrease the TCO of your helpdesk.

A Web-based Helpdesk Solution Should Provide:

Access to self-service tools such as an internal knowledge base of information. High-level support members can enter accurate technical information that first level support personnel or customers can utilize for proactive problem resolution.

A dynamic interaction to your database of information. Clients or support personnel that enter or edit issues, or detail actions taken towards an issues resolution are assured that database information is immediately available. There are no duplication of efforts, or waiting for information to be downloaded.

Access to your helpdesk database for an unlimited number of users. The cost-effectiveness of adopting a web interface component versus the sole use of a traditional desktop package can be substantial. Consider the costs associated with upgrading or acquiring additional software licenses for your helpdesk application.

Many web interface components provide access for an unlimited number of users and operate with standard web browsers that are relatively low in cost, or may be downloaded for free.

Click for full article on Integrating Web-based Support Within Your Helpesk

Are you ready for Customer Service Week?

Every year, customer support teams celebrate "Customer Support Week" during the first week of October. This annual event is a great time to celebrate the customers that drive your business, motivate and thank your support staff, and boost support awareness.

The motto for 2005's Customer Support Week is "Spirit of Service". For more information on how you can celebrate the "Spirit of Service", please visit the official Customer Support Week Web Site at http://www.csweek.com/

Request for help desk and call center conference information

If you would like to see your desk or call center conference posted on e-help-desk.com, please send an email to "events@e-help-desk.com". Please send the following information in your email:

Conference Name
Conference Date
Location
Related Web Page Address

Special Notice: SSPA New Orleans Conference

The eHelpDesk Resource Staff would like to extend our deepest concern to the victims of hurricane Katrina. As a result of this national incident, please check the SSPA web site for the latest developments on the SSPA conference scheduled to be held in October in New Orleans.

September 2005 - Featured Article: Knowledge Management and Help Desk Software

Knowledge is power, especially for the help desk. Learn more about Knowledgement Management and how it can save your help desk time and money with this month's featured article:

Knowledge Management and Help Desk Software