How Helpdesk Agents Help Clients


Steehouder, Michael (2007) How Helpdesk Agents Help Clients. In: IEEE International Professional Communication Conference, IPCC 2007, 1-3 Oct. 2007 , Seattle, Washington (pp. pp. 1-9).

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Abstract:Helpdesks are an important channel for supporting users of technical products and software. This study analyses some phenomena in telephone helpdesk calls, using conversational analysis as a methodological and theoretical framework. Helpdesk calls are characterized by the common goal of the helpdesk agent and the client to understand and solve the client's problem with a particular technical device or with computer software. Both parties cooperate in a complex manner to define and diagnose the problem, and to solve it. The paper identifies the typical structure of a helpdesk call and describes a number of strategies that the participants use to make the call successful.
Item Type:Conference or Workshop Item
Copyright:© 2007 IEEE
Faculty of Behavioural, Management and Social sciences (BMS)
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