Extending support services to anticipate growing user needs

@inproceedings{Thompson1994ExtendingSS,
  title={Extending support services to anticipate growing user needs},
  author={Michael Thompson},
  booktitle={SIGUCCS},
  year={1994}
}
Help desk services have historically been reactionary. A client calls the help desk with a problem, the consultant researches and solves the problem, and the client pledges undying gratitude for the assistance (well, maybe not that last part). This is not a bad situation, provided that the consultants are capable of handling the volume of calls and that… CONTINUE READING