Avron Barr. Transforming support at the help desk. Information Centre Quarterly, Spring:20 -- 27, 1991.  Home/Search   Document Not in Database   Summary   Related Articles

....is to work successfully, the front line HD must offer a service of a high enough quality that Customers do not bypass the front line HD and deal directly with second line HDs. The deployment of KBS technology to assist the front line HDOs can help to achieve this [BD92, ASM91, KW90, Mun90, Bar91] 4 Laufmann et al. have developed a methodology for evaluating the suitability of using a KBS in a particular domain [LDW90] The methodology begins by checking that the organisational goals and objectives in developing a KBS are clearly defined. In the case of a help desk, our earlier analysis ....

....methodology for evaluating the suitability of using a KBS in a particular domain [LDW90] The methodology begins by checking that the organisational goals and objectives in developing a KBS are clearly defined. In the case of a help desk, our earlier analysis in [BD92] and those of other authors [Bar91, Mun90] show that by providing more knowledge to the help desk it may be possible to increase the number of calls that are handled by the advise, inform, disqualify and intervention activities, and reduce the number of calls using the refer and despatch actions. This should result in reduced ....

Avron Barr. Transforming support at the help desk. Information Centre Quarterly, Spring:20 -- 27, 1991.

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