How Helpdesk Agents Help Clients

M.F. Steehouder

doi:10.1109/IPCC.2007.4464071

How Helpdesk Agents Help Clients

M.F. Steehouder

Faculty of Behavioural, Management and Social Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

9 Citations (Scopus)

265 Downloads (Pure)

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.

Original language	Undefined
Title of host publication	2007 IEEE International Professional Communication Conference (IPCC 2007). CD Rom
Place of Publication	Seattle, WA
Pages	-
DOIs	https://doi.org/10.1109/IPCC.2007.4464071
Publication status	Published - 1 Oct 2007
Event	IEEE International Professional Communication Conference, IPCC 2007 - Seattle, United States Duration: 1 Oct 2007 → 3 Oct 2007

Conference

Conference	IEEE International Professional Communication Conference, IPCC 2007
Abbreviated title	IPCC
Country/Territory	United States
City	Seattle
Period	1/10/07 → 3/10/07

Keywords

telephone helpdesk calls
IR-61642
METIS-242536
Computer Software
Conversational Analysis
helpdesk agents
helpdesks
clients problem
technical products
technical support services

Access to Document

10.1109/IPCC.2007.4464071

Steehouder07how

Cite this

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title = "How Helpdesk Agents Help Clients",

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.",

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AB - 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.

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KW - IR-61642

KW - METIS-242536

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KW - Conversational Analysis

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KW - clients problem

KW - technical products

KW - technical support services

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DO - 10.1109/IPCC.2007.4464071

M3 - Conference contribution

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