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IT Problem Management by Gary Walker

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11.1. Access Tools

Access tools are the tools your customers will use to contact the service center. Certainly the most common method, both past and present, has been the telephone. This is changing, though, as more companies are using Web gateways and networks (both intranets and the Internet), as a method to allow customers to contact the service center. The use of the telephone as an access method will not go away, at least not anytime soon, but there are compelling reasons to augment access by using computer-to-computer access technology.

There are very mature and robust telephone access tools available today. These tools make telephone contact with the service center very efficient and effective, while improving the accessibility for your ...

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