1. 1 Pertemuan > >

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

3. 3 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. BackNextEndBackNextEnd 7-4 Copyright Prentice Hall, 2002 Support and Help Desk Management

5. BackNextEndBackNextEnd 7-5 Copyright Prentice Hall, 2002 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. BackNextEndBackNextEnd 7-6 Copyright Prentice Hall, 2002 Learning Objectives 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. 2

7. BackNextEndBackNextEnd 7-7 Copyright Prentice Hall, 2002 Performance Support Online help Expert systems Databases Hypermedia

8. BackNextEndBackNextEnd 7-8 Copyright Prentice Hall, 2002 Help Desk Management Help desk technologies –Call center technology –Computer-telephony integration –Interactive voice response –Web-enabled support

9. BackNextEndBackNextEnd 7-9 Copyright Prentice Hall, 2002 Help Desk Management Problem management Hiring and supporting the help desk agent Evaluating the help desk Pros and cons of outsourcing

10. BackNextEndBackNextEnd 7-10 Copyright Prentice Hall, 2002 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. BackNextEndBackNextEnd 7-11 Copyright Prentice Hall, 2002 Support and Help Desk Management The Help Desk of the Future –Data warehouse –Integrated service desk –Emerging technologies

12. BackNextEndBackNextEnd 7-12 Copyright Prentice Hall, 2002 Summary 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 Key Terms:

13. BackNextEndBackNextEnd 7-13 Copyright Prentice Hall, 2002 Next: Management Issues

14. 14 > Selanjutnya Pert 12 HELP DESK