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Author	Subject: Global Help Desk

Java
Member

Dec 4, 2001, 9:46 PM

Global Help Desk	Quote \| Reply

I am trying to implement a global support desk. It will be purely web based in nature and use live chat as the means of support to end users. Does anybody have any ideas on the logistics of how to train a global staff? Implementing the policies and procedures are the easy part. The hard part is training the staff. Any ideas and processes would be helpful.

rvk
Member

Feb 26, 2002, 5:44 PM

Re: Global Help Desk	Quote \| Reply

I am trying to implement a Global Helpdesk. We already have Magic locally. I want to expand it to global use. Any ideas, concerns that I should be aware of? Has anyone implemented Magic at a global level? What is the best architecture? Could I do this with a single server. I am looking at installing on a central server and database, and user access from the web worldwide. Would this have any performance issues? I need to know as soon as possible.

CynOTimeZ
Member

Mar 7, 2002, 9:26 AM

Re: Global Help Desk	Quote \| Reply

Training globally is normally pretty expensive because used to be that you would go there physically to train these individuals. You can get someone to come to the home office and train that one individual and then have that person replicate the training, or you can teleconference or netmeeting the training. Doing video can also help as well, if you have access to simple editing facilities even PC based.

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