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Help
Desk Dictionary on BlueprintAudits.com > B |
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benchmarking -
The process of comparing help desk performance to industry standards
or peers. |
| best
practices - An established
set of processes or procedures that are recognized by the support industry
as the most efficient or proper way. |
| blended
call center - A service
organization that takes calls and makes outgoing calls. |
| broadcast
message - A method
to communicate with the customer population, either proactively or
reactively, to alert of an outage, scheduled outage or change in the
support organization. |
| burnout -
A condition when analysts become less productive due to overwork,
stress or undesireable work
conditions. |
| business
process - A measurable
ongoing series of steps or events to achieve a business objective. |
| business
process outsourcer - A company that provide business services such as maintenance, distribution,
or
human resources administration. |
| business
process reengineering - A methodology to redesign an organization’s
business processes to achieve higher levels of efficiency and quality
of service. |
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