Tips on evaluating & re-engineering the help desk
By: Candy F. Drew.
Publisher: Odelle Publications
Published: 1993
Place of publication: Rockville, Md
Language: eng
Number of pages: 136
Subjects: Customer services -- Management.; Customer services -- Evaluation.; Reengineering (Management)
Other titles: Tips on evaluating and re-engineering the help desk.
Notes: Includes bibliographical references (p. 111-118) and index.
Table of contents: title: The help desk problem; title: Pro-active solutions; title: Third-party support; title: Re-engineering & evaluations; title: The re-engineering team; title: The life of a complex problem; title: Engineering knowledge; title: Planning paths to knowledge; title: Temporal measurements; title: Useability measurements; title: Cost measurements.