HDI Member Discussion Room / HDI Discussion Rooms / The e-Enabled Customer Contact Center

Designing a Help Desk

Admin — Tue, 29 Jan 2008 15:18:39 GMT

****o fellow HDI members,

My name is Bonnie Mitc**** and I am the manager of the IT Help Desk at Norfolk Southern Corp. in Atlanta. We are making plans to move our data center to a new location and I have an opportunity to design the Help Desk of my dreams. Does anyone have a link to a location where I can find Help Desk layouts and designs? I currently have 32 people split over 3 shifts. Our current center was made to fit to a space that is too small for our 25 workstations. I am looking for a design that will allow privacy of the call center coordinator while still giving the open group feel. I have visited various shops that used the pod setup with the staff/supervisors in the middle. I like this layout but fear I have too many people for this design. Does anyone have any ideas?

Bonnie Mitc****

Work from home agents

Admin — Tue, 29 Jan 2008 15:18:39 GMT

Hi, all.

For those offering external software support, is anyone using "work-from-home agents" (aka distributed call center)? Current buzz on the web is that it is the latest, greatest solution for agent recruiting and retention. My company has asked me to take a look at it, but I'm having trouble finding companies that are actually doing it.

Please post a reply or contact me directly at shouppert@ctigroup.com. If you considered it, I would like to know why you chose work-from-home agents or chose not to go that route.

Thanks.

Web Chat for Help Desks

Admin — Tue, 29 Jan 2008 15:18:39 GMT

Anyone using chat services for your end users as another means of communicating with your staff? If so, do you have any stats on cost savings? Thanks.