Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)
Overview Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call-avoidance techniques. The attendee of this webcast will hear firsthand the benefits and lessons learned from outsourcing, in addition to the programmatic approach and high client satisfaction for problem resolution and call reduction through call-avoidance techniques.
| Publisher | Microsoft | ||
|---|---|---|---|
| Live Date | 19th November 2007 00:00 GMT | ||
| Format | Webcast | ||
| Topics | |||
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