Tag: help desk

A young, rapidly expanding financial services company located in India runs an in-house help desk for responding to customer queries via email or telephone. Help desk response time is tracked using software that calculates the time between registering and closing calls. A project was instituted to train employees in the relevant tools and techniques of […]

Help desk organizations inevitably have waste in their processes that leads to customer complaints. Overcome those obstacles through value stream analysis – an efficient, effective process to review and improve help desk functions.