Gartner Research

IT Service Desks Adopt Call Center Best Practices/Technologies

Published: 20 November 2007

ID: G00153104

Analyst(s): Jay Lassman, David Coyle

Summary

IT service desks need to treat clients like valued customers, rather than problematic end users. The best practices and technologies used by external call centers to provide excellent customer support should be leveraged by IT service desks.

Table Of Contents
  • Overview
  • Leveraging Call Center Technologies and Best Practices
  • Improved ACD
  • IVR Tools
  • IP Technology as an Enabler
  • CTI Tools
  • Advanced Analytics

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