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Talking Shop: Managing help desk call volume and scheduling
The TechRepublic CIO50 list celebrates the most influential and innovative tech chiefs, voted by their fellow CIOs Effective management of personnel resources is essential to the success of any IT call center or help desk. IT help desks often receive more calls for support than they can handle. Operators and analysts can easily feel overwhelmed, as if a tidal wave is about to engulf them. I recently examined this problem within my organization and found that, through planning and resource management, IT administrators can lessen the stress and confusion caused by periodic call surges.
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