Creating a Customer-Focused Help Desk

Creating a Customer-Focused Help Desk

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Since it can cost the equivalent of a yeara#39;s salary to replace an individual, high turnover is a drain on budgets. ... Therefore, if we wish to retain Help Desk staff we need to satisfy the individualist, nonconforming 77%. ... by full-time, dedicated individuals may be desirable from a management point of view, it might only be achieved at the cost of high staff turnover and consequent deterioration of service .

Title:Creating a Customer-Focused Help Desk
Author: Andrew Hiles, Yvonne Gunn
Publisher:Rothstein Associates Inc - 2000

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