Article Abstract:
AlliedSignal Technical Services Corp has continuously endeavored to ensure that it more than fulfills its commitmements relating to its five-year contract with the Air Force at Falcon Air Force Base. The firm is one of three service contractors providing help desk support for the Air Force at Falcon. As part of its continuing efforts to ensure the delivery of quality service, AlliedSignal conducted a thorough evaluation of its Falcon Air Force Base support center. Results showed the firm that it could do even more to improve its services.
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Article Abstract:
Primus and Inference Corp have introduced new versions of their help-desk management software. Primus' SolutionPublisher 2.0 enables customer and support professionals to use the Internet to solve their problem rather than contacting a support professional. SolutionPublisher features intuitive Web controls, a customizable environment and streamlined self- service support. Inference's CasePoint WebServer 2.1, meanwhile, has been enhanced with Inference Find, an intelligent meta-search tool for Web content.
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Article Abstract:
The information systems department of 'The Atlanta Journal and Constitution' (AJC) is installing a help desk which is a first step towards realizing its Information Technology Customer Service Improvement Project. The AJC organization began the project in Jul 1997 and hopes to go live with its new telecommunications tools and new reengineering process in addition to the new call-management software by Jan 1, 1998.
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