New technology and the Help Desk: Research into how new technology could be used to improve the efficiency of the Customer Services Help Desk at Cheshire County Council

Hdl Handle:
http://hdl.handle.net/10034/122569
Title:
New technology and the Help Desk: Research into how new technology could be used to improve the efficiency of the Customer Services Help Desk at Cheshire County Council
Authors:
Thomas, Shirley
Abstract:
This research identifies different technologies used to assist with the management of help desks, including Call Management Software, Problem Resolution Systems and Computer Telephony Integration, showing how they can improve efficiency. The requirements of the help desk at Cheshire County Council are identified by analysing the current system and by sending a survey to the customers. The survey also attempts to establish whether the use of new technology would be acceptable to the customers. A pilot study, giving staff in Social Services access to a list of FAQs (Frequently Asked Questions) was set up to gauge the effectiveness of a simple problem resolution system, however because of the pressures of other work on support staff this has not yet been completed. The research showed that the new technologies would not be beneficial unless the information held (particularly the contact database) is accurate. The failure to implement the FAQ in Social Services highlighted the problems of allocating the resources needed to achieve this in an organisation where staff are under pressure solving current problems. Providing the contact database is maintained and a knowledge base set up, with procedures in place to ensure the information is correct and relevant, then replacing the problem management system and introducing a problem resolution system could potentially improve the efficiency of the help desk. This would be achieved by giving management access to the relevant information to enable them to make decisions, increasing the spot rate (calls answered on first call) and by reducing the time to log calls. Recommendations are made for introducing changes and for further research.
Advisors:
Southall, Garfield
Publisher:
University of Liverpool (Chester College of Higher Education)
Issue Date:
Oct-1998
URI:
http://hdl.handle.net/10034/122569
Type:
Thesis or dissertation
Language:
en
Appears in Collections:
MPhil / PhD Theses and Masters dissertations

Full metadata record

DC FieldValue Language
dc.contributor.advisorSouthall, Garfielden
dc.contributor.authorThomas, Shirleyen
dc.date.accessioned2011-02-21T16:41:35Z-
dc.date.available2011-02-21T16:41:35Z-
dc.date.issued1998-10-
dc.identifier.urihttp://hdl.handle.net/10034/122569-
dc.description.abstractThis research identifies different technologies used to assist with the management of help desks, including Call Management Software, Problem Resolution Systems and Computer Telephony Integration, showing how they can improve efficiency. The requirements of the help desk at Cheshire County Council are identified by analysing the current system and by sending a survey to the customers. The survey also attempts to establish whether the use of new technology would be acceptable to the customers. A pilot study, giving staff in Social Services access to a list of FAQs (Frequently Asked Questions) was set up to gauge the effectiveness of a simple problem resolution system, however because of the pressures of other work on support staff this has not yet been completed. The research showed that the new technologies would not be beneficial unless the information held (particularly the contact database) is accurate. The failure to implement the FAQ in Social Services highlighted the problems of allocating the resources needed to achieve this in an organisation where staff are under pressure solving current problems. Providing the contact database is maintained and a knowledge base set up, with procedures in place to ensure the information is correct and relevant, then replacing the problem management system and introducing a problem resolution system could potentially improve the efficiency of the help desk. This would be achieved by giving management access to the relevant information to enable them to make decisions, increasing the spot rate (calls answered on first call) and by reducing the time to log calls. Recommendations are made for introducing changes and for further research.en
dc.language.isoenen
dc.publisherUniversity of Liverpool (Chester College of Higher Education)en
dc.subjecthelpdesken
dc.subjectcustomer satisfactionen
dc.titleNew technology and the Help Desk: Research into how new technology could be used to improve the efficiency of the Customer Services Help Desk at Cheshire County Councilen
dc.typeThesis or dissertationen
dc.publisher.departmentCheshire County Councilen
dc.type.qualificationnameMScen
dc.type.qualificationlevelMasters Degreeen
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