You are here: silicon.com > Resources > White Papers > IT Management > User Satisfaction > Help Desk

Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)

Tags:
help desk

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.

Further White Paper Details
Publisher	Microsoft
Live Date	19th November 2007 00:00 GMT
Format	Webcast
Topics	Help Desk, Outsourcing

Did you find this white paper useful? 1 out of 5 users found this white paper useful

Diary of an ADSL disaster

On 13 September Daniel Pollen finally receives an email saying ADSL is available in Oxford Circus. In fact, according to one unhelpful helpdesk assistant, BT isn't sure if central London has any ADSL coverage yet anyway.

Channel:
Comment & Analysis

The Bloor Perspective: Microsoft's shrewd vision, outsourcing lessons and the mouse

It's more than likely that coverage of this deal will disappear into the sunset, which is a shame as the lessons learnt here would be useful to many others who should have looked before they leapt. Then there are the financial aspects - many...

Channel:
Comment & Analysis

The Bloor Perspective: Nextel's lessons, more outsourcing and integration tips

These difficult areas of transition and development are being passed over to the outsourcers as part of the outsourcing deals. Banking on outsourcing* It is interesting to note the observations and commentary around the gathering speed of...

Devil's Advocate: Outsourcing lessons

Martin Brampton shares his views on the latest outsourcing trends and how companies should approach such partnerships to ensure they are a success. Outsourcing has come a long way since the first claims that it will take away problems and cut costs.

Banking can execute change in real-time

Perhaps there are lessons to be learned from change management techniques. We are not far from the day when the CEO of a multinational investment bank can track the flow of thousands of billions of euros in real-time from his or her desk at the...

Productivity gains driving IT outsourcing

Businesses are increasingly outsourcing to improve performance - although cutting costs is still the number one reason for most. A Gartner survey of 750 IT and outsourcing executives worldwide found 41 per cent are primarily outsourcing IT to...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.