1. Pertemuan <<11>> <<HELP DESK (01) >>
Matakuliah : <<M0164>>/<<End User Information Syste>>
Tahun : <<2005>>
Versi : <<1/1i>>
Pertemuan <<11>> <<HELP DESK (01) >>

2. Learning Outcomes
Pada akhir pertemuan ini, diharapkan mahasiswa
akan mampu :
Mahasiswa dapat menghubungkan pemakaian aplikasi help desk dalam meningkatkan kinerja

3. CTI, IVR, dan Web utk mendukung help-desk
Outline Materi
Dasar-dasar Help Desk
CTI, IVR, dan Web utk mendukung help-desk
contoh software layanan pelanggan
cara petugas help-desk menangani problema

4. Support and Help Desk Management
Chapter 7
Support and Help Desk Management

5. Learning Objectives
Differentiate indexed online help systems from context-specific help and wizards.
Match Computer-Telephony Integration (CTI), Interactive Voice Response (IVR), and Web-enabled support to how each can support Help Desk service goals.
Give examples of ways in which customer support software can be used in the Help Desk environment.
Suggest ways a Help Desk agent can help callers explain their problems.

6. Learning Objectives 2
List personal and professional characteristics of an effective Help Desk agent.
Identify professional organizations devoted to training and supporting Help Desk professionals.
Explain the value of evaluating Help Desk operations.
List pros and cons of outsourcing Help Desk operations.
Describe the Help Desk of the future.

7. Performance Support
Online help
Expert systems
Databases
Hypermedia

8. Help Desk Management Help desk technologies Call center technology
Computer-telephony integration
Interactive voice response
Web-enabled support

9. Help Desk Management
Problem management
Hiring and supporting the help desk agent
Evaluating the help desk
Pros and cons of outsourcing

10. Vendor Feedback - Metrics
Average time until a call is answered by a live person
Average time for problem resolution
Number of callers who hang up before a call is answered
Customer satisfaction

11. Support and Help Desk Management
The Help Desk of the Future
Data warehouse
Integrated service desk
Emerging technologies

12. Summary Key Terms: Computer Telephony Integration Contextual help
Customer support software
Expert Systems
Frustrated user syndrome
Help Desk
Help Desk agent
Hypermedia
Interactive Voice Response
Metrics
Online help
Performance support
Web-enabled support
Wizards

13. Next:
Management Issues
Chapter 8

14. << PENUTUP>>
Selanjutnya Pert 12
HELP DESK