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IT Problem Management by Gary Walker

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4.2. Problem Reporting Access

Independent of when a problem is discovered, before or after it impacts the customer, the service center must have methods and processes in place for the problem to be reported. Generally, problems can be reported using various tools and technologies.

The telephone is the most common method of access, particularly for problems reported by customers. Because the telephone has been used for so long as a service center access method, there are numerous add-on tools available that can improve and enhance the access for both the customer and the service center. Automated call distribution (ACD) systems, discussed in Chapter 12, "Service Center Tools," give the customer access to the person or persons best suited to ...

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