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Help Desk
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. A main function of the help desk is to separate issues from defects. Many issues can be solved at the help desk level such as password resets and simple misunderstandings. Some issues will be the result of actual product defect which should be forwarded to a development team for resolution. Large help desks have a person or team responsible for managing the incoming re ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITS Help Desk
ITS, its or it's may refer to: Language * It's, an English contraction of ''it is'' or ''it has'' * Its (pronoun), the possessive form of the pronoun it * Itsekiri language (ISO 639 language code its), a language found in Nigeria and the Niger Delta Arts and entertainment * Improvisational Tribal Style, a subgenre of Tribal Style belly dance * ''It's'' (EP), by Teen Top, 2012 Businesses * Illinois Traction System, an American railroad * Industrial Tomography Systems, a manufacturer of process visualization systems based upon the principles of tomography * International Transportation Service, an American container terminal company Education * Indian Theological Seminary, an interdenominational seminary in India * Sepuluh Nopember Institute of Technology (''Institut Teknologi Sepuluh Nopember''), a public engineering institute in Surabaya, Indonesia * Institute for Transport Studies, University of Leeds (ITS Leeds) * Institute of Technological Studies, Sri Lanka * In ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Merriam-Webster
Merriam-Webster, Incorporated is an list of companies of the United States by state, American company that publishes reference work, reference books and is mostly known for Webster's Dictionary, its dictionaries. It is the oldest dictionary publisher in the United States. In 1831, George Merriam, George and Charles Merriam founded the company as G & C Merriam Co. in Springfield, Massachusetts. In 1843, after Noah Webster died, the company bought the rights to ''Webster's Dictionary#Noah Webster's American Dictionary of the English Language, An American Dictionary of the English Language'' from Webster's estate. All Merriam-Webster dictionaries trace their lineage to this source. In 1964, Encyclopædia Britannica, Inc., acquired Merriam-Webster, Inc., as a subsidiary. The company adopted its current name, Merriam-Webster, Incorporated, in 1982. History 19th century In 1806, Webster published his first dictionary, s:A Compendious Dictionary of the English Language, ''A Compen ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Robert Gordon University
Robert Gordon University, commonly called RGU (), is a public university in the city of Aberdeen, Scotland. It became a university in 1992, and originated from an educational institution founded in the 18th century by Robert Gordon (philanthropist), Robert Gordon, an Aberdeen merchant, and various institutions which provided adult and technical education in the 19th and early 20th centuries. It is one of two universities in the city, the other being the University of Aberdeen. RGU is a campus university in Garthdee, in the south-west of the city. The university awards degrees in a wide range of disciplines from Bachelor's degree, BA/BSc to PhD, primarily in professional, technical, health and artistic disciplines and those most applicable to business and industry. A number of traditional academic degree programmes are also offered, such as in the social sciences. In addition, the university's academic and research staff produce research in a number of areas. History The univer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Queue Area
Queue areas are places in which people queue (first-come, first-served) for goods or services. Such a group of people is known as a ''queue'' (British English, British usage) or ''line'' (American English, American usage), and the people are said to be waiting or standing ''in a queue'' or ''in line'', respectively. Occasionally, both the British and American terms are combined to form the term "queue line". Examples include checking out groceries or other goods that have been collected in a self service Retailing#Shops and Stores, shop, in a shop without self-service, at an Automatic Teller Machine, ATM, at a ticket desk, a city bus, or in a taxi stand. Queueing is a phenomenon in a number of fields, and has been extensively analysed in the study of queueing theory. In economics, queueing is seen as one way to rationing, ration scarcity, scarce goods and services. Types Physical History The first written description of people standing in line is found in an 1837 book, '' ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Call Distributor
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible." Background A Private Branch Exchange (PBX) is a telephone exchange device that acts as a switchboard to route phone calls within an organisation. This technology developed into Automated Call Distribution systems using ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Desk
Information technology service management (ITSM) are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Process Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools. Service desk A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is inten ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Center
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including Letter (message), letters, faxes, live support software, social media, instant message, and email ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Service
Customer service is the assistance and advice provided by a company to those who buy or use its products or services, either in person or remotely. Customer service is often practiced in a way that reflects the strategies and values of a firm, and levels vary according to the industry. Good quality customer service is usually measured through customer retention. Successful customer service interactions are dependent on employees "who can adjust themselves to the personality of the customer". Customer service for some firms is part of the firm's intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially. Many organisations have already adopted AI chatbots to improve their customer service experience.Krishnan, ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comparison Of Issue-tracking Systems
Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems. General System names listed with a light purple background are no longer in active development. Features Input interfaces Notification interfaces Revision control system integration Authentication methods Containers See also * Comparison of help desk issue tracking software * List of personal information managers * Comparison of project management software The following is a comparison of project management software. General information Features Monetary features See also * Kanban (development) * Project management software * Project planning * Comparison of scrum software * Comparison of ... * Networked Help Desk * OSS through Java Notes References External ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comparison Of Help Desk Issue Tracking Software
This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management. {, class="sortable wikitable" style="width: auto; text-align: center" ! System ! Creator ! License ! Implementation language(s) ! Back end ! Launch Date , - , Faveo Helpdesk , Ladybird Web Solution , Proprietary , PHP , MySQL , 2015 , - , GLPI , INDEPNET , GPL , PHP , MySQL , 2003 , - , HEAT , FrontRange Solutions , Proprietary , .NET , Microsoft SQL Server, Oracle , 1990 , - , Jira Service Management , Atlassian , Proprietary, Free for non-commercial use; hosted & on-premises , Java , MySQL, PostgreSQL, Oracle, Microsoft SQL Server , 2003 , - , OTRS , OTRS , Proprietary , Perl , MySQL, PostgreSQL, Oracle, Microsoft SQL Server , 2001 , - osTicket, osTicket , GPL , PHP , MySQL , 2003 , - , Znuny , Znuny GmbH , GPL-3.0 , Perl , MySQL, PostgreSQL, Oracle, Microsoft ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Technical Support
Technical support, commonly shortened as tech support, is a customer service provided to customers to resolve issues, commonly with consumer electronics. This is commonly provided via call centers, online chat and email. Many companies provide discussion boards for users to provide support to other users, decreasing load and cost on these companies. Outsourcing tech support With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries or regions with lower costs. Dell was amongst the first companies to outsource their technical support and customer service departments to India in 2001. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers). For businesses needing to provide technical support, outsourcing allows ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Help Desk Software
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. Generally, help desk software is part of an umbrella category called the service desk, which includes asset management and IT service management, and the two terms are sometimes used interchangeably. Help desk software specifically refers to the system that addresses customer queries. History The history of help desk software dates back to the 20th century when businesses relied mostly on face-to-face interaction to resolve customer issues. Customers had to visit a company’s store or office with the product to get their problems solved. With the invention of the telephone in 1876 and the telephone switchboard in the 1890s, the help desk assumed a better approach. Customers were able to reach their company and voice out their problem over the phone system. During the 20th-century era, companies used mainly equipment like d ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
