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44 Creating a Help Center from Scratch: A Recipe for Success
Patrick
McKoen, Towson University
Start with a seasoned manager and three novice Help
Center specialists. Provide the group with a cinder block room in the basement
of the library. Toss in some cordless phones, personal computers, and new
furniture. Blend well, and then add one
Automatic Call Distributor and one Call Logging/Tracking software package. Sprinkle liberally with enthusiasm and
determination to “make a difference”.
Starting a Help Center from scratch was no easy task,
but with ample amounts of support and backing from the “Executive Chefs” in the
Administration, we were able to create a wonderful new sensation on campus.
Pitching the initial idea to an IT Oversight Committee
was the first step. Securing initial funding and resources was next. Putting all the right people into place came
soon after. Selecting the right
software and hardware to meet our eventual needs. This was a complicated recipe!
Taking incremental steps proved to be our best method
for success. Start small, plan for
growth, do limited things well and then plan for expansion. Reflecting on the
success of the Help Center, we’ve learned that a step-by-step approach to
implementation and growth was our best approach.
After the first year the Help Center expanded to
evening hours. The following year saw
weekend hours added to the schedule, following quickly by the addition of
telecommunications support after that.
The word was out that Computing and Network Services was doing it right
and they cared about their customers.
Find out how Towson University transformed computing and network services into a customer-centric, “communications central” for the campus providing a single point of contact for all computer and telecommunications problems. Share in the lessons learned and the successes achieved as a bar was raised for customer technical support and service.