The term technical center is being used increasingly to refer to a call center that uses technologies such as e-mail and the Web in addition to the telephone to communicate with its customers.
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Q1: A blended call center is a call
Q3: A poorly run service desk can make
Q4: Even a highly effective service desk cannot
Q5: In a multi-level support model, service desks
Q6: Technology such as knowledge management systems, network
Q7: Service desks typically hand off more incidents
Q8: A best practice is for a company
Q9: IT departments must now function as internal
Q10: Taking ownership of an incident means tracking
Q11: Since formal training for users and service
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