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Unformatted text preview: help desk. Secondly, clients of SCR need to be interviewed to understand their needs and expectations of a help desk. Next, policies and procedures documents for call routing, problem handling, and escalation notification technology standards should be created to support the help desk operation to provide an on-going customer satisfaction plan for SCR clientele. Furthermore, through a recruitment process, interviews should be conducted to hire help desk agents as well as interim staffing to help out customers of SCR. Additionally, orientation plan and on-going training should be made available to train and prepare the help desk agents in handling problems customers may encounter with SCR products. Finally, help desk technologies which include call management and online chat support should be created to facilitate interaction between users of TIMS and the help desk agents....
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- Spring '11