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IT Problem Management by Gary Walker

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2.1. Immediate Response Model

Implementing the immediate response model means that you will attempt to handle calls (or walk-ups) when they arrive. Customers will contact the service center using the contact methods you have provided for them. These methods can include the telephone, a line to stand in, email, fax, chat room, etc. Once customers have contacted the service center, you must have some mechanism for routing them to the next available agent or engineer or service representative. The routing mechanism can be as simple as one line for each agent, or it can be a sophisticated call tree that routes the customer to the most appropriate queue based on customer input; the customer then waits for the next available agent in that queue. There ...

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