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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.
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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: | Behavioural Sciences (BS) |
| Research Group: | |
| Link to this item: | http://purl.utwente.nl/publications/61642 |
| Official URL: | http://dx.doi.org/10.1109/IPCC.2007.4464071 |
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