Help Desk Models

Paper Summary:

The object of this paper is to define the characteristics and motivations of companies looking to increase the performance of their help desks by expanding beyond the areas of a web-based portal to a more multi-channel based approach. According to the paper, these multiple channels include enabling web self-service, intelligent routing and real-time chat. The paper aims to contribute to the body of knowledge on the topics of help desk strategies in the context of broader multi-channel services strategies, by implementing the following three criteria: correspondence criterion, coherence criterion and pragmatic criterion. The paper concludes by providing recommendations to companies looking to adopt help desk service strategies.

Outline:
Research Thesis
Problem Definition with Research Questions/Hypotheses
Literature Review/Appropriate Background with Primary and Secondary Data, Theoretical Basis for your Proposed Research Project
The Role of Technology in Self-Service
Proposed Research Methodology with Rationale
Data Collection Methods with Rationale, Including Population, Sampling
Ethical Method Description
Describe Quantitative (statistical) or Qualitative or Mixed Methods of Analysis with Rationale
Validation and/or Verification Methods Proposed, with Rationale
Method of Communicating Report Results with Rationale

From the Paper:

"The intent of this first phase is to accomplish the following tasks. First, the questionnaire will need to be fine-tuned based on how respondents perceive the questions. Completing the survey with a few respondents in person will assist in finding areas where the questionnaire can be improved. Secondly, there are issues and concerns that may not have been covered in the questionnaire, and in this phase, these considerations will be discovered. Finally there is the issue of capturing the nuance and areas of emphasis respondents have on specific projects. Having this face-time with respondents is critical for all these reasons."

Sample of Sources Used:

• Anitsal, Ismet, Mark A. Moon, and M. Meral Anitsal (2002b), "Technology-Based Self-Service: Toward A New Retail Format," Marketing Advances In Pedagogy, Process, and Philosophy, Beverly T. Enable (Ed.), Vol. Greenville, North Carolina: Society for Marketing Advances, 146-151.
• Bates, Albert D. (1989), "The Extended Specialty Store: A Strategic Opportunity for the 1990s," Journal of Retailing, 379-388. Bateson, John (2002),
• Bitner, Mary Jo, William T. Faranda, Amy R. Hubbert, and Valarie A. Zeithaml (1997), "Customer Contributions and Roles in Service Delivery," International Journal of Service Industry Management, 8 (3), 193-205.
• Carlin, Mary (2002), "Technology Tamed: The New Future of Self-Service." Randolph, New Jersey: Kiosk Business, The Magazine for Customer-Activated Solutions.
• Christensen, Clayton M. and Michael Overdorf (2000), "Meeting the Challenge of Disruptive Change," Harvard Business Review, 66-74.

More papers on Help Desk Models:

• Analytical Essay # 106340 : "Outsourced Help Desk"
• Persuasive Essay # 118067 : "The Role of the Help Desk"
• Research Paper # 53449 : "Help Desk Systems"

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