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CHICAGO, Sept. 13, 2004 — HDI, the world’s biggest membership affiliation for IT provider and lead experts and the premier gentle skill certification constitution for the industry; CompTIA, the Computing expertise trade association; and Microsoft Corp., the main company of technical competencies certification for the IT business, nowadays announced they are collaborating to advertise the advantages of combining their respective certifications. together, CompTIA’s A+® certification for pc service and advocate technicians, HDI’s customer aid professional (CSS) or advocate Desk Analyst (HDA) certification degrees, and the Microsoft®certified laptop assist Technician (MCDST) certification build on one one more to supply a impeccable certification course for entry-stage IT service and mitigate specialists, and may aid them enhance their profession course. The announcement turned into made at the HDI institution training suffer held Sept. 13–17 on the Palmer apartment in Chicago.
In both little and big corporate environments, where workstation protection and troubleshooting are critical capabilities, guaranteeing that front-line mitigate desk employees are educated and authorized in both technical and repair capabilities helps bring both faster conclusion times and a more robust stage of customer satisfaction. This aggregate of potential effects in better ROI for the corporation.
“as the biggest developer of vendor-neutral IT certification checks globally, CompTIA acknowledges very obviously the want for IT gurus to betray their odds and expertise through certification,” stated Bob Sartor, director, trade and customer courses, DHL guidance methods (Americas) Inc. and chair of the board of administrators, CompTIA. “We additionally recognize the expanding significance to universal company operations of nontechnical odds equivalent to lively listening and the seize of expertise every lone over calls. through working with HDI and Microsoft to promote the benefits of their certifications, they are in a position to tremendously raise the capability of entrance-line technical advocate authorities to accomplish their jobs on the optimum levels of efficiency.”
“With a big portion of the realm’s businesses running Microsoft application, MCDST is completely vital because it makes a speciality of aiding key technologies on the corporate laptop–chiefly, windows®XP and Microsoft office,” noted Al Valvano, supervisor of the gaining knowledge of certification program at Microsoft. “nonetheless it managers know that to without problems leverage their advocate desk’s talents and capabilities throughout the firm, they requisite to couple that potential of know-how with gentle advantage.”
“in order for the assist focus to develop into greater strategic to the organization as a whole, it has to give exemplary provider on every lone tiers: from technical troubleshooting to showing empathy to clients. These skill units are incredibly complementary, so it made impeccable suffer for us to unite with CompTIA in educating specialists and their employers about the requisite for both forms of certifications,” brought Ron Muns, CEO, HDI.
About CompTIA’s A+ Certification
The A+ Certification is a global trade credential that validates the capabilities of desktop carrier and advocate technicians who've an equal of 500 hours of fingers-on experience. most well-known hardware and software companies, distributors and VARs accept CompTIA A+ as the regular in foundation-degree, dealer-neutral certification for service and assist desk technicians. both exams that design up the certification cover a vast orbit of hardware and utility applied sciences, but aren't unavoidable to any seller-selected products. The potential and knowledge measured by means of the CompTIA A+ assessments occupy been derived from an industrywide and global job chore evaluation. so far, more than 600,000 individuals occupy bought CompTIA A+ certification.
About Microsoft’s MCDST Certification
The Microsoft licensed computing device advocate Technician (MCDST) credential helps set the competency stage of aid desk carcass of workers on the Microsoft home windows XP operating equipment and the functions that Run on it via focusing on diagnosis and evaluation of conclusion-person incident requests. greater tips in regards to the MCDST may furthermore breathe discovered at http://www.microsoft.com/researching/mcp/mcdst/ .
About HDI’s CSS and HDA Certifications
The HDI customer advocate expert (CSS) Certification is targeted to people wishing to qualify to work in a customer aid core/help desk ambiance. HDI-certified customer lead experts were verified to design confident they meet the required requisites for providing unsurpassed consumer provider. The HDI aid Desk Analyst (HDA) Certification practicing application offers aid desk and advocate middle experts with the equipment, strategies and knowledge to achieve success as entrance-line analysts, to leverage career progress alternatives, and to understand the change between assist operations that basically feature as a company unit and those that design a auspicious move on the company as a whole. With HDI’s HDA Certification practicing, lead authorities are empowered to transform the assist operation from a cost middle into a productivity core that enhances the firm’s accustomed effectiveness. greater information about these classes and certifications will furthermore breathe institute at: http://www.thinkhdi.com/certification/individualCertification/ .
CompTIA is a global alternate association representing the trade hobbies of the suggestions technology trade. For more than 22 years CompTIA has offered research, networking and partnering opportunities to its 20,000 individuals in 89 countries. The affiliation is concerned in developing requirements and most advantageous practices, and influencing the political, financial and academic arenas that occupy an sequel on IT global. greater counsel is at www.comptia.org .
centered in 1975, Microsoft (Nasdaq “MSFT”) is the global chief in application, capabilities and solutions that advocate people and corporations know their full advantage.
HDI is the world’s biggest membership association for IT carrier and assist specialists and the premier certification carcass for the business. centered in 1989, HDI’s mission is to steer and promote the IT provider and lead industry by passage of empowering its members through access to timely and positive industry guidance, together with studies and publications; encouraging member collaboration via events and on-line boards; and establishing internationally recognized, requirements-based mostly trade certification and practising classes. moreover membership, certification, and practising, HDI produces the highest-rated trade experience, the HDI Annual convention and Expo, for provider and technical aid authorities. HDI is member-focused, and continues to breathe vendor-neutral in its efforts to facilitate open, unbiased networking and assistance sharing inside the association network. HDI has more than 7,500 individuals worldwide, (together with 90% of the Fortune 500), and more than 50 lively U.S. chapters. For greater assistance, seek counsel from http://www.thinkhdi.com .
Microsoft and home windows are both registered logos or logos of Microsoft Corp. in the u.s. and/or other international locations.
The names of exact organizations and items outlined herein could breathe the emblems of their respective house owners.
observe to editors: if you occupy an interest in viewing additional information on Microsoft, delight visit the Microsoft web page at http://www.microsoft.com/presspass/ on Microsoft’s corporate information pages. net hyperlinks, cellphone numbers and titles were amend at time of e-book, but can furthermore for the intuition that occupy changed. For additional information, journalists and analysts may additionally contact Microsoft’s rapid Response group or different acceptable contacts listed at http://www.microsoft.com/presspass/contactpr.asp .
"i assumed it changed into going to breathe one more blow of time," pointed out Boone of GATX supplier. "So I likely didn't fade in with the top-quality options in intellect."
by means of the finish of her three-day direction, Boone had changed her intellect. She observed the category exceeded her expectations, and he or she came away with knowledge she crucial to prevail in her unusual assist desk place.
Boone’s introductory perceptions about, and supreme satisfaction with, the mitigate Desk Analyst Boot Camp reflect those of TechRepublic member and former senior advocate desk analyst Angel Lopez, who took the direction through HDI. but while each Boone and Lopez had been subsequently completely satisfied with the classes, they did occupy some suggestions for future campers. Their suggestions and others from international advocate Desk capabilities president Steve Wetherall tender insight for assist professionals who want to collect essentially the most out of the mitigate desk boot camp adventure.
more about HDIHDI created the boot camp for americans who provide customer lead on the advocate desk, together with aid desk managers. The direction compresses what would primarily breathe two classes—both-day customer service expert course and the three-day advocate Desk Analyst route—into three lesson-packed days. besides helping worker's polish their expertise, the classes prepare americans for HDI's customer lead expert (CSS) and aid Desk Analyst (HDA) certification checks.
in regards to the curriculumHeading into the path, college students can forecast to seize heed to and critique case experiences and real-world examples as a passage to enhanced seize into account the roles, responsibilities, pleasing challenges, and usurp attitudes of advocate desk laborers. via brainstorming and position-playing, college students learn the passage to betray round probably unstable client interactions via efficient listening. They furthermore gain knowledge of strategic methods for taking control of the condition and resolving purchasers’ problems. college students breathe trained the warning indications of doubtless explosive cases, a passage to address such calls, and when to boost them.
On the technical aspect, the boot camp offers an outline of advocate desk tools and computer and community know-how attention. For managers, HDI promises participants will breathe taught the simple competencies for administering the a lot of facets of the lead core, comparable to methods, assets, resources, and safety.
Attendees' likesTo a very profitable extent, the direction delivered on its guarantees for Boone and Lopez. They both observed the course didn’t always tender them unusual advantage, however it bolstered surest practices.
"usually in case you're on the assist desk getting bombarded by passage of calls, you are inclined to neglect the stuff you understand," Lopez spoke of.
Lopez noted that group interactions supplied pointers about technical solutions. These solutions enable advocate desk people to song a legacy for machines and users that might occupy ongoing problems. other classes he realized had been:
She referred to a pivotal discussion about provider degree agreements (SLAs) specially caught with her. although her company doesn't spend SLAs for the mitigate desk, she discovered the magnitude of figuring out customer expectations.
"a lot of issues attain when a consumer thinks that their issue should noiseless seize a unavoidable quantity of time when they actually don't understand the extent of the problem and the work that goes into resolving it in a well timed manner," she mentioned.
notwithstanding mitigate desks might furthermore not occupy SLAs, which define in black and white how lengthy it takes to unravel customer concerns, purchasers noiseless occupy lofty expectations that problems could breathe fastened perquisite away, whether or no longer they may furthermore be. This perception helped Boone seize into account the value of environment and assembly within your budget consumer expectations.
choosing the perquisite trainerA variety of HDI approved practising partners present the path, equivalent to advocate Desk solutions, international aid Desk functions, Inc., and WaveTech. expenditures for the course latitude from $1,095 to $1,495, as a result of training partners can set their own expenses. HDI individuals can sustain an additional $100 on the rate of the lessons.
however looking by passage of fee can furthermore no longer breathe the optimum method, spoke of world's Wetherall. The first-rate of the courses, along with their expenditures, can vary considerably in accordance with the stage of true-world event the instructors can tender students. For that cause, Wetherall advised that students investigate instructors just before the course.
Some training organizations, such as global advocate Desk services, consist of instructor bios and pictures on their internet sites. but when that is not an choice, college students can mobile the practising trade and put a question to to discourse to instructors directly, referred to Wetherall.
He recommends that you put a question to in regards to the instructor’s stage of journey on the assist desk as well as where the teacher has taught. If the teacher has carried out classes in exactly one metropolis or for only one chapter of the HDI's membership, he or she may breathe much less suggested about mitigate desk concerns than those who've taught in different locales, in response to Wetherall.
category dimension and the degree of scholar participation can furthermore move scholar delight, stated Boone and Lopez. Boone, for instance, mentioned her classification had most efficient three americans, decreasing the quantity of knowledge sharing that might fade on with scholar peers. in addition, if the attendees attain from many different businesses or industries, they may additionally present insights into divergent mitigate desk practices and methods, stated Lopez.
Wetherall observed that for some college students, although, little classification dimension generally is a improvement. as an example, if a student wanted to focus on a specific problem, comparable to client forms, service levels, or metrics calculations, little classes present students more possibility to engage at once with the teacher. Wetherall counseled that individuals involved about type size or student demographics convene the instructor before the class starts to inquire about the variety of students and the direction cloth covered.
typical opinionsLopez mentioned that he wished there had been extra genuine function-enjoying perquisite through his direction. even though his class listened to taped aid desk/customer conversations, he observed he become left looking extra. additionally, Lopez stated there weren’t ample opportunities to network with other assist desk laborers. type time changed into scheduled so tightly that college students may share additional box talents handiest perquisite through brief breaks or lunches, when individuals were often absorbed with checking e mail and making telephone calls, he noted.
regardless of these minor disappointments, both Boone and Lopez earned a certificate of participation for the course, and Lopez went on to collect a aid desk analyst certification from a Thomson Prometric trying out core. each mentioned they would recommend the boot camp to others.
"It opens up your eyes and helps you account the different side [of mitigate desk issues],” Lopez mentioned.
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CHICAGO, Sept. 13, 2004 — HDI, the world’s largest membership association for IT service and advocate professionals and the premier soft skill certification carcass for the industry; CompTIA, the Computing Technology Industry Association; and Microsoft Corp., the leading provider of technical skills certification for the IT Industry, today announced they are collaborating to promote the advantages of combining their respective certifications. Together, CompTIA’s A+® certification for PC service and advocate technicians, HDI’s Customer advocate Specialist (CSS) or mitigate Desk Analyst (HDA) certification levels, and the Microsoft®Certified Desktop advocate Technician (MCDST) certification build on one another to provide a impeccable certification path for entry-level IT service and advocate professionals, and will mitigate them enhance their career path. The announcement was made at the HDI University training event held Sept. 13–17 at the Palmer House in Chicago.
In both little and big corporate environments, where PC maintenance and troubleshooting are critical skills, ensuring that front-line mitigate desk employees are trained and certified in both technical and service skills helps deliver both faster resolution times and a higher flat of customer satisfaction. This combination of skills results in improved ROI for the organization.
“As the largest developer of vendor-neutral IT certification exams globally, CompTIA recognizes very clearly the requisite for IT professionals to demonstrate their knowledge and skills through certification,” said Bob Sartor, director, Industry and Customer Programs, DHL Information Systems (Americas) Inc. and chair of the board of directors, CompTIA. “We furthermore recognize the increasing importance to overall trade operations of nontechnical skills such as vigorous listening and the capture of knowledge during calls. By working with HDI and Microsoft to promote the benefits of their certifications, they are able to greatly enhance the ability of front-line technical advocate professionals to accomplish their jobs at the highest levels of efficiency.”
“With a big portion of the world’s companies running Microsoft software, MCDST is absolutely critical because it focuses on supporting key technologies on the corporate desktop–specifically, Windows®XP and Microsoft Office,” said Al Valvano, manager of the Learning certification program at Microsoft. “But IT managers know that to effectively leverage their mitigate desk’s knowledge and skills across the organization, they requisite to couple that knowledge of technology with soft skills.”
“In order for the advocate focus to become more strategic to the organization as a whole, it has to provide exemplary service on every lone levels: from technical troubleshooting to showing empathy to customers. These skill sets are highly complementary, so it made impeccable sense for us to unite with CompTIA in educating professionals and their employers about the requisite for both types of certifications,” added Ron Muns, CEO, HDI.
About CompTIA’s A+ Certification
The A+ Certification is a global industry credential that validates the knowledge of computer service and advocate technicians who occupy an equivalent of 500 hours of hands-on experience. Major hardware and software vendors, distributors and VARs accept CompTIA A+ as the yardstick in foundation-level, vendor-neutral certification for service and mitigate desk technicians. The two exams that design up the certification cover a broad orbit of hardware and software technologies, but are not bound to any vendor-specific products. The skills and knowledge measured by the CompTIA A+ exams were derived from an industrywide and worldwide job chore analysis. To date, more than 600,000 individuals occupy obtained CompTIA A+ certification.
About Microsoft’s MCDST Certification
The Microsoft Certified Desktop advocate Technician (MCDST) credential helps set the competency flat of mitigate desk staff on the Microsoft Windows XP operating system and the applications that Run on it by focusing on diagnosis and assessment of end-user incident requests. More information about the MCDST can breathe institute at http://www.microsoft.com/learning/mcp/mcdst/ .
About HDI’s CSS and HDA Certifications
The HDI Customer advocate Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer advocate center/help desk environment. HDI-certified Customer advocate Specialists occupy been tested to ensure they meet the required standards for providing unsurpassed customer service. The HDI mitigate Desk Analyst (HDA) Certification training program provides mitigate desk and advocate focus professionals with the tools, techniques and skills to achieve success as front-line analysts, to leverage career progress opportunities, and to understand the inequity between advocate operations that merely function as a trade unit and those that design a positive repercussion on the organization as a whole. With HDI’s HDA Certification training, advocate professionals are empowered to transform the advocate operation from a cost focus into a productivity focus that enhances the organization’s overall effectiveness. More information about these courses and certifications can breathe institute at: http://www.thinkhdi.com/certification/individualCertification/ .
CompTIA is a global trade association representing the trade interests of the information technology industry. For more than 22 years CompTIA has provided research, networking and partnering opportunities to its 20,000 members in 89 countries. The association is involved in developing standards and best practices, and influencing the political, economic and educational arenas that repercussion IT worldwide. More information is at www.comptia.org .
Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that mitigate people and businesses realize their full potential.
HDI is the world’s largest membership association for IT service and advocate professionals and the premier certification carcass for the industry. Founded in 1989, HDI’s mission is to lead and promote the IT service and advocate industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for service and technical advocate professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 vigorous U.S. chapters. For more information, visit http://www.thinkhdi.com .
Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.
The names of actual companies and products mentioned herein may breathe the trademarks of their respective owners.
Note to editors: If you are interested in viewing additional information on Microsoft, delight visit the Microsoft Web page at http://www.microsoft.com/presspass/ on Microsoft’s corporate information pages. Web links, telephone numbers and titles were amend at time of publication, but may since occupy changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other usurp contacts listed at http://www.microsoft.com/presspass/contactpr.asp .
"I thought it was going to breathe another blow of time," said Boone of GATX Corporation. "So I probably didn't fade in with the best thoughts in mind."
By the finish of her three-day course, Boone had changed her mind. She said the class exceeded her expectations, and she came away with skills she needed to succeed in her unusual mitigate desk position.
Boone’s initial perceptions about, and ultimate satisfaction with, the mitigate Desk Analyst Boot Camp mirror those of TechRepublic member and former senior mitigate desk analyst Angel Lopez, who took the course through HDI. But while both Boone and Lopez were ultimately pleased with the courses, they did occupy some counsel for future campers. Their tips and others from Global mitigate Desk Services president Steve Wetherall tender insight for advocate pros who want to collect the most out of the mitigate desk boot camp experience.
More about HDIHDI created the boot camp for people who provide customer advocate on the mitigate desk, including mitigate desk managers. The course compresses what would ordinarily breathe two courses—the two-day Customer Service Specialist course and the three-day mitigate Desk Analyst course—into three lesson-packed days. In addition to helping workers polish their skills, the courses prepare people for HDI's Customer advocate Specialist (CSS) and mitigate Desk Analyst (HDA) certification tests.
About the curriculumHeading into the course, students can anticipate to listen to and critique case studies and real-world examples in an application to better understand the roles, responsibilities, unique challenges, and usurp attitudes of mitigate desk workers. Through brainstorming and role-playing, students learn how to spin around potentially volatile customer interactions through efficient listening. They furthermore learn strategic methods for taking control of the situation and resolving clients’ problems. Students learn the warning signs of potentially explosive situations, how to ply such calls, and when to escalate them.
On the technical side, the boot camp offers an overview of mitigate desk tools and computer and network technology awareness. For managers, HDI promises participants will learn the essential skills for administering the various aspects of the advocate center, such as processes, assets, resources, and security.
Attendees' likesTo a worthy extent, the course delivered on its promises for Boone and Lopez. They both said the course didn’t necessarily tender them unusual knowledge, but it reinforced best practices.
"Usually when you're on the mitigate desk getting bombarded by calls, you minister to forget the stuff you know," Lopez said.
Lopez said that group interactions provided pointers about technical solutions. These solutions allow mitigate desk workers to track a history for machines and users that might occupy ongoing problems. Other lessons he learned were:
She said a pivotal discussion about service flat agreements (SLAs) particularly stuck with her. Although her company doesn't spend SLAs for the mitigate desk, she discovered the importance of understanding customer expectations.
"A lot of problems attain when a customer thinks that their problem should seize a unavoidable amount of time when they really don't understand the extent of the problem and the work that goes into resolving it in a timely manner," she said.
Though mitigate desks may not occupy SLAs, which define in black and white how long it takes to resolve customer issues, customers noiseless occupy lofty expectations that problems will breathe fixed quickly, whether or not they can be. This insight helped Boone understand the importance of setting and meeting reasonable customer expectations.
Selecting the perquisite trainerA number of HDI authorized training partners tender the course, such as mitigate Desk Solutions, Global mitigate Desk Services, Inc., and WaveTech. Prices for the course orbit from $1,095 to $1,495, because training partners can set their own prices. HDI members can reclaim an additional $100 on the price of the courses.
But shopping by price may not breathe the best strategy, said Global's Wetherall. The quality of the courses, along with their prices, can vary considerably based on the flat of real-world suffer the instructors can tender students. For that reason, Wetherall recommended that students investigate instructors prior to the course.
Some training companies, such as Global mitigate Desk Services, embrace instructor bios and photos on their Web sites. But if that's not an option, students can phone the training company and put a question to to discourse to instructors directly, said Wetherall.
He recommends that you put a question to about the instructor’s flat of suffer on the mitigate desk as well as where the instructor has taught. If the instructor has conducted classes in only one city or for only one chapter of the HDI's membership, he or she might breathe less informed about mitigate desk issues than those who've taught in other locales, according to Wetherall.
Class size and the flat of student participation can furthermore move student satisfaction, noted Boone and Lopez. Boone, for example, said her class had only three people, reducing the amount of knowledge sharing that could fade on with student peers. In addition, if the attendees attain from many different companies or industries, they may tender insights into divergent mitigate desk practices and processes, said Lopez.
Wetherall said that for some students, though, little class size could breathe a benefit. For example, if a student wanted to focus on a particular problem, such as customer types, service levels, or metrics calculations, little classes tender students more break to interact directly with the instructor. Wetherall recommended that people concerned about class size or student demographics convene the instructor before the class starts to inquire about the number of students and the course material covered.
Overall opinionsLopez said that he wished there had been more actual role-playing during his course. Though his class listened to taped mitigate desk/client conversations, he said he was left wanting more. In addition, Lopez said there weren’t enough opportunities to network with other mitigate desk workers. Class time was scheduled so tightly that students could share additional bailiwick knowledge only during short breaks or lunches, when people were often absorbed with checking e-mail and making phone calls, he said.
Despite these minor disappointments, both Boone and Lopez earned a certificate of participation for the course, and Lopez went on to collect a mitigate desk analyst certification from a Thomson Prometric testing center. Both said they would recommend the boot camp to others.
"It opens up your eyes and helps you understand the other side [of mitigate desk issues],” Lopez said.
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In a way, Don Boylan misses being a smoker. Boylan, one of 15 people on Schering-Plough Corp.'s mitigate desk in Memphis, Tenn., used to reckon on outdoor cigarette breaks to manage his mitigate desk stress. Now that he has quit smoking, he has to design it a point to collect up and walk away from the phones when he feels stress structure up. "If I don't occupy a convene coming in, I walk around and collect some jelly beans," says Boylan, who has worked mitigate desks for 14 years at several companies.Finding ways to mitigate mitigate desk staff stress is a constant challenge for service and advocate managers. "If you can sustain people engaged and motivated, [it] helps them give profitable advocate to your customers. If they're stressed out, they're not giving profitable service," according to Ron Muns, founder of the mitigate Desk Institute in Colorado Springs, Colo. But providing profitable service is only one benefit to keeping stress levels low on the mitigate desk. HDI estimates that the mitigate desk turnover rate for 2000 is 35%, and its 1999-2000 Best Practices Survey institute that 46% of service and advocate managers surveyed account turnover a moderate to grave issue. Muns says, "Burnout and turnover [are] the most significant issue[s] for the advocate services industry." https://o1.qnsr.com/log/p.gif?;n=203;c=204660774;s=9478;x=7936;f=201812281339040;u=j;z=TIMESTAMP;a=20403972;e=i Help Desks Were Asked: assay the average number of service requests (inquiries, problem calls, etc.) your mitigate desk or comparable advocate function receives per month. embrace every lone types (phone, e-mail, fax, walk-in, etc.)
Source: mitigate Desk Institute, "1999-2000 Best Practices Survey"Beating Burnout Mavis Strebler, a Buchanan Associates consultant who manages the mitigate desk at Bell Helicopter Textron Inc., in Hurst, Texas, understands what is behind such statistics. Strebler knows that many factors contribute to burnout and lofty turnover rates on the mitigate desk. She says mitigate desk staff members are under constant pressure, deal with agitated callers, and collect petite respect from those they help. The fact that they accomplish monotonous work that offers low pay and limited career advancement creates problems, too. HDI's survey institute that 48% of the mitigate desk staff surveyed work on the telephone more than 80% of the time. It is a situation designed to create stress. "Not too many people want to sit on the phone every lone day," says Strebler. "You're furthermore dealing with irate callers sometimes, and some mitigate desk people absorb the callers' frustration, and that can build up." Strebler, who came to Bell Helicopter Textron two years ago when its 12-person mitigate desk was suffering lofty turnover, lots of user complaints, and a backlog of calls, took stagy steps to augment employee satisfaction on the job. She changed the passage Bell Helicopter's advocate staff worked. When she came to the company there were two groups providing support--help desk and desktop. While the mitigate desk staff was tied to the phone, the desktop staff was sent to fix problems in person. To better job satisfaction for the entire group, Strebler first combined the groups and then began rotating staff on and off the mitigate desk. With the unusual rotation, the combined group spent half its day on the phone and half its day solving problems in person. Aside from making the job more interesting, Strebler institute that providing hands-on advocate suffer to staff that once worked exclusively on the phone improved their problem solving when they rotated back to the phone. She says phone workers find solving problems face-to-face less stressful because "People are generally nice to you in person. You collect more positive feedback, and they're more likely to write letters of appreciation." Strebler introduced another rotation to the group. She moved employees into leadership roles for months at a time. "Every two months I switch the lead positions among the more experienced people," she says. "They don't collect any more money for it, but they collect the variety and they gain some management experience." Expanding the roles of Bell Helicopter Textron's mitigate desk staff seems to occupy improved job retention, too. Strebler says only three people occupy left the mitigate desk since she began making changes two years ago.
Keep Things CoolWhile changing the passage a advocate staff works can reduce mitigate desk stress, where it works furthermore plays an well-known role. mitigate desk managers at Schering-Plough Corp. recognized that having mitigate desk workers toil away in a drab room under the glare of harsh fluorescent lights contributed to mitigate desk stress. "We've tried to design the environment as pleasing as possible," says Patty Kani, manager of advocate services. "They [help desk workers] fondness low-lighting, so they just spend chore lighting and no overhead lights. It makes a calmer atmosphere. They furthermore occupy a refrigerator and coffee machine nearby by, and they cheer mitigate desk workers to ingest and drink at their desk. Spills are no colossal deal." At least one of the advocate staff agrees. The mellow atmosphere helps to diffuse the natural tension of the job, says Boylan, who has worked at Schering-Plough for six years. "It's a hushed environment, and it reduces the stress," he says. "It helps. It really does." Aside from low lights and restful surroundings, the managers of Schering-Plough's mitigate desk furthermore try to design it a fun station to work. "We sometimes buy toys," says Kani. And according to her, the biggest hit on the mitigate desk is the "Jibber Jabber," a little rubber doll that squawks fondness a crazed chicken when you shiver it. "We betray their employees to shiver the doll when they really want to ring the neck of an impatient caller," laughs Kani. Games occupy a station at the Schering-Plough mitigate desk, too. There's a dartboard on one wall and a putting green in the aisle. "We don't cheer them to achieve photos of callers on the dart board," says Kani. Once managers gave everyone on the mitigate desk oversized boxing gloves so they could pummel the company punching bag to mitigate stress. At a Glance: Schering-Plough Corp. The company: Schering-Plough is an international pharmaceutical and healthcare products company based in Kenilworth, N.J. Its mitigate desk staff is located in Memphis, TN. The problem: Schering-Plough's advocate group, 15 mitigate desk professionals answering 500 calls a day, is constantly threatened with lofty employee burnout and turnover. The solution: Corporate strategies focused on offering better-than-average pay, worthy benefits, and a fun, restful environment to its mitigate desk workers. With the introduction of games, such as a dartboard and a putting green, stress levels are down, and the result has been lower turnover. Five of its 15 mitigate desk professionals occupy been with the company for 20 years or more. The IT infrastructure: Schering-Plough has a multi-site Novell 4.0 WAN environment (around 200 servers) dedicated to disk storage and printer sharing. Its Windows NT WAN (about 100 servers) serves e-mail, shared databases, and Web access to approximately 12,000 employees located in offices in Tennessee and unusual Jersey, while providing the identical services for 1,000 remote workers in the field. The future: The company hopes to maintain its record low employee turnover rate by continuing to provide mitigate desk workers with time away from the phones, employee appreciation days, improved benefits, and a relaxed atmosphere. Reward Valued Workers It takes more than changing job roles and enhancing the workplace to achieve a satisfied, stress-free mitigate desk staff. Terry Allen, president of the mitigate Desk Institute's Dallas/Fort Worth chapter, says many companies are making strides in improving conditions on the mitigate desk, but there's noiseless a long passage to go. Allen often hears chummy complaints. "Some companies occupy profitable employee satisfaction programs," he says. "But the vast majority of mitigate desks aren't treated as well." Allen, a consultant who advises companies on how to build efficient mitigate desks, says employee recognition is a key factor in improving job satisfaction. He sees that some companies now design it a point to let mitigate desk workers know they are appreciated by sending company officers, such as vice presidents, to meet with the staff . There are other ways to betray mitigate desk workers they are valued. For instance, Schering-Plough's mitigate desk was awarded special recognition during a customer service week. "The theme of the week is to let the staff know they are appreciated," Kani says. In addition, the company catered lunch for the mitigate desk, brought in a popcorn machine, and purchased gifts for the staff. "Recognition is so important," says Allen. "It's not just about money." But money obviously affects job satisfaction. mitigate desk salaries rank near the bottom of synchronous IT pay scales. The average salary for a mitigate desk employee is $48,000 per year. What's more, the average rate for independent contractors on the mitigate desk is $23 per hour, according to EarthWeb's recent salary survey of mitigate desk professionals. Schering-Plough addresses this issue, and achieves a low mitigate desk turnover rate, by offering its advocate staff salaries that are about 20% higher than regional averages, according to Kani. She says the company furthermore offers profitable benefits, profit sharing, retirement plans, and free pharmaceutical products.
Breaking obsolete HabitsDeveloping corporate strategies for reducing mitigate desk stress certainly helps, but ultimately workers requisite to learn to develop and spend their own strategies for relieving stress, according to Boylan. It's a topic he knows something about. Lessons learned about mitigate desk management Although the typical mitigate desk is a high-stress, under-valued station to work, managers can seize steps to boost morale, better job satisfaction, and slice down on employee turnover. Here are a few tips from managers and consultants who know how to sustain a mitigate desk happy:
Certification programs for mitigate desk professionals are on the rise
One pellucid route to career progress and training is certification. Technical certification often benefits IT professionals with profitable jobs, lofty pay, secure employment, and solid skills. And IT employers value certification because it is a symptom of technical proficiency.Although certification for every lone IT professionals is becoming more important, it is not yet essential that mitigate desk professionals become certified. But mitigate desk professionals stand to gain many of the identical benefits certification brings to other IT pros. That's why interest in mitigate desk certification is rising, according to Anne Martinez, who runs EarthWeb's GoCertify site (www.gocertify.com). Today, mitigate desk certification programs are being offered by several organizations, including HelpDesk2000 (www.helpdesk2000.org), mitigate Desk Institute (www.hdi.com) and Computer Associates. Here is what is available: From mitigate Desk 2000:
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