Gartner Research

IT Service Desks Adopt Call Center Best Practices/Technologies

Published: 20 November 2007

ID: G00153104

Analyst(s): Jay Lassman, David Coyle


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

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.