http://matteopenzo.hotmc.com/blog/2007/10/19/the-long-tail-of-helpdesk-tickets/ Rants and rumblings on my personal views on life, business and other amusements. Sun, 07 Sep 2008 05:55:14 +0000 http://wordpress.org/?v=2.0.1 http://matteopenzo.hotmc.com/blog/2007/10/19/the-long-tail-of-helpdesk-tickets/#comment-1937 Wed, 14 Nov 2007 13:43:52 +0000 http://matteopenzo.hotmc.com/blog/2007/10/19/the-long-tail-of-helpdesk-tickets/#comment-1937 [...] But the we moved fast forward both from the technology and process points of view: we rolled out Gabi, our Virtual Assistant, back in July to manage the whole help desk front-line and, more recently, we choosed to prioritize our asyncronous tools (such has gabi itself and the online helpdesk) by cutting the telephone helpdesk times from 8 to 3 hours a day. [...] […] But the we moved fast forward both from the technology and process points of view: we rolled out Gabi, our Virtual Assistant, back in July to manage the whole help desk front-line and, more recently, we choosed to prioritize our asyncronous tools (such has gabi itself and the online helpdesk) by cutting the telephone helpdesk times from 8 to 3 hours a day. […]

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