Comments on: 3 Crazy Ways Your Customer Help Desk Can Improve Your Organization http://www.bluemangolearning.com/blog/2010/07/3-crazy-ways-your-customer-help-desk/ A blog about removing the ambiguity of your online communications Fri, 03 Feb 2012 16:10:01 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Greg DeVore http://www.bluemangolearning.com/blog/2010/07/3-crazy-ways-your-customer-help-desk/comment-page-1/#comment-2062 Greg DeVore Wed, 14 Jul 2010 19:41:50 +0000 http://www.bluemangolearning.com/blog/?p=1556#comment-2062 <p>Ben- What you suggest is great in theory. But in practice it's not quite the same. PMs should definitely talk to the help desk but it is a little like someone telling you what it is like to be in war. Hearing about it and actually being there are two very different things.</p> <p>That is great that you are creating task topics from content created by help desk agents. I think that is a great approach. Have help desk agents create content and let technical writers refine or rework it.</p> Ben- What you suggest is great in theory. But in practice it’s not quite the same. PMs should definitely talk to the help desk but it is a little like someone telling you what it is like to be in war. Hearing about it and actually being there are two very different things.

That is great that you are creating task topics from content created by help desk agents. I think that is a great approach. Have help desk agents create content and let technical writers refine or rework it.

]]> By: Ben M http://www.bluemangolearning.com/blog/2010/07/3-crazy-ways-your-customer-help-desk/comment-page-1/#comment-2060 Ben M Wed, 14 Jul 2010 19:08:42 +0000 http://www.bluemangolearning.com/blog/?p=1556#comment-2060 <p>Or do the reverse of the PMs getting on the phones (though I think that may bring on a good dose of reality): Have someone from the help desk participate in brainstorming, planning, and prioritizing. Have them review documentation and suggest additional material. Use their knowledge base (I'm currently developing task topics based on some knowledge base articles that help desk agents have written).</p> Or do the reverse of the PMs getting on the phones (though I think that may bring on a good dose of reality): Have someone from the help desk participate in brainstorming, planning, and prioritizing. Have them review documentation and suggest additional material. Use their knowledge base (I’m currently developing task topics based on some knowledge base articles that help desk agents have written).

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