This is an area that the Total Telephone Effectiveness Company has experience working in and we have learned tells is generally manned by un-trained 'helpers' and this, alone, causes the frustration that both parties react to in the call.

The first level responders are often those that are the least trained, experienced and most measured.

Setting and communicating expectations goes a long way towards efficient, effective Help Desk experience. Couple this with training and you have a winning combination that will impact your business.

The two main help desk arenas are in-house and support for customers. There is sufficient software out there to manage the operation, but you cannot forget that the help desk is a people business and how they are developed is important to the success of the unit.