Title :
Using Social Networks to Improve the Performance of a Service Desk
Author :
Gonçalves, Joel Mana ; da Silva Goncalves, R.P.
Author_Institution :
Managon Consultants S/C, Sao Paulo, Brazil
Abstract :
This paper take a closer look at the aspects of the actual implementation, dissemination and use of social networks to obtain as a result of increased quality and improving service to customers of a Service Desk in a generic service desk of a hypothetical data center.
Keywords :
computer centres; customer services; innovation management; knowledge management; social networking (online); customer service; data center; innovation management; knowledge management; service desk performance improvement; social network dissemination; social network implementation; social network use; Abstracts; Facebook; Knowledge management; Media; Organizations; Data Center; Knowledge Management; Quality; Service Desk; Social Networks;
Conference_Titel :
Information Technology: New Generations (ITNG), 2012 Ninth International Conference on
Conference_Location :
Las Vegas, NV
Print_ISBN :
978-1-4673-0798-7
DOI :
10.1109/ITNG.2012.74
