Write a short article on Motivating Help Desk Staff

Reference no: EM132373726

Assignment Task - Journal Entry

The Journal function in Interact2 must be used. External journal sites are not permitted. If your country geo-blocks Interact2 website or your circumstance prevents you from accessing the Internet (eg. due to a disability or if you are in a correctional centre), please contact your lecturer immediately. If it is an office/organisation firewall preventing access, you must find an alternative Internet access point to complete this task. This assignment is not dependent on the previous assignment. You are required to answer the following questions:

Question 1 - Pick one of the following and using relevant cases, write a short article (about 500 words) on:

1. Motivating Help Desk Staff

2. Staff Training for Help Desk Agents

3. The Future of Help Desk Operations

You may also refer to Chapter 6 (Help Desk Operation) from the textbook and/or literature.

Question 2 - You have been asked to deliver a short presentation (no more than 5 minutes).

Your audience consists of senior management as well as help desk team leaders.

You decide on how many slides you need. Anything after the 5 minute mark will not count.

Prepare the appropriate Powerpoint slides or MP4 and submit it as an attachment to the journal. [If you are submitting very close to the deadline, kindly assure you allow sufficient time for your file to upload as attachment.]

The order desk of Brightside Automotive Supplies (BAS) which supplies a range of automotive spare parts to both dealers and direct customers Australia-wide. The desk is staffed by ten customer support representatives (CSR) and operates 2 shifts of eight-hours each.

CSRs have been known to provide wrong or misleading information to customers and at times, these staff have been known to be rude as well.

Your task, as appointed by senior management is improve this order desk (help desk), maintain and improve level of communication expertise and interaction with customers. You are required to plan this out and prepare a presentation to senior management. Substantiate this presentation with literature (research findings, articles, reports, etc.)

[An example would be a better communication with customers plan. Tell help desk staff why this is important, how they can improve themselves and how/why you intend to train and then measure their achievement. Substantiate it with relevant articles. Explain this need to your senior management so that they will fund your initiatives.]

The following report card may be useful.

Select any three items of your choice (you can use the communication example above as one, if you wish) and present two others.

You do not have to restrict yourself to these items as long as you have literature support.

Report Card for BAS Order Desk Service as at 1 June 2018	Industry Standard Scores (10 is perfect score)	BAS Phone Score
Handling Customer Communication	9.0	4.9
Product Knowledge	8.9	3.5
Help Desk Operating Hours	7.0	8.7
Call Wait Times	6.0	6.1
Product Pricing & Discounts	7.8	8.9
Channel Call Distribution	8.0	8.8

Step A - Start your assignment with an entry to the same journal under Q2 with the following note to the marker: I will be presenting via Option x.

[Indicate A, B or C - read details about each option below.]

No other item of writing required in the journal. Do not forget to attach your file.

You cannot provide a link to your file that is on an external source (eg. Dropbox)

Option A: Present through a MP4: Recording using Powerpoint, slides with audio narration.

Final file format: MP4. Only one single file is to be attached to the journal.

Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.mp4 (example - John Doe will name his file as DOEJ11223344ITC133.mp4)

Option B: Live Presentation through Adobe Connect (for Online Students) during Online

Meeting Time (03 Oct 2019 - at a time slot to be issued between 5-6pm Sydney time) Final file format: PPT or PPTX to be attached to journal.

If you are an Online student and are unable to attend an Online Meeting due to personal schedules, please pick Option A.

If you intend seeking an extension for the assignment, this option may not be available to you.

Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.ppt (or pptx) (example - John Doe will name his file as DOEJ11223344ITC133.pptx)

Option C: Live Presentation in class on Friday 05 Oct 2019 at a time slot to be given.

On campus students do not have the choice of Option B but may select Option A.

Study Centre and other CSU campus students are to check with their lecturers on presentation times. Final file format: PPT or PPTX to be attached to journal.

Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.ppt (or pptx) (example - John Doe will name his file as DOEJ11223344ITC133.pptx)

An essay or written report will not be required for this part.

All options have the same presentation time of 5 minutes.

The final slide will contain the Reference List. This need not be read out.

Rationale - This assessment task will assess the following learning outcome/s:

be able to discuss problems relating to helpdesk operations.
be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.

Attachment:- Assignment File.rar

Reference no: EM132373726

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Reviews

len2373726

9/20/2019 10:57:10 PM

Marking criteria - Able to elaborate and cite cases and examples. Well presented. Meets word limits. Referenced correctly. Presentation option stated AND able to submit an MP4 or PPT/PPTX in accordance with presentation option chosen. Able to provide and explain clearly the three topics, includes measurable outcomes and substantiated with literature. Presentation well synchronised, audio clarity, compliance within time limit, good text choices/readability. On time submission.

len2373726

9/20/2019 10:57:04 PM

Presentation - After you "Create Journal Entry", please click "Post Entry" You are given full editing rights even after you post - even the ability to delete that Post. It will also enable the lecturer/marker to provide you assistance prior to the deadline. If you "Save Entry as Draft", only you can see it and in the past, many students forget to click on "Post Entry" which means you have not submitted your assignment at all when the deadline has passed. ALERT: Some students prefer to cut-and-paste from a word processor, and depending on their settings, this may cause formatting problems later.

len2373726

9/20/2019 10:56:57 PM

Journal Presentation Formatting Requirements: Journal space on Interact2 presentation text width between 70-80 characters including spaces. Font types and sizes consistent (use Arial 12pt) throughout and paragraphs well formed. Submit answers to all work in one journal entry. No attachments to journal entry allowed EXCEPT for Question 2. Other Presentation Requirements: Avoid using dot points, bulleted points, numbered points in your work. Lists do not display your understanding of the subject matter and may even appear disjointed to the reader/marker.

len2373726

9/20/2019 10:56:52 PM

Meet word limits in each question (allowance of +/- 5%). Table of contents are not required and the Reference list are not included in the word count. Use either UK spelling or USA spelling but do not mix both. All work presented should be carefully proofed, so that spelling and typographical errors are corrected. No language used should be sexist. If acronyms and jargon are used, please explain them in the first instance, then use the abbreviated form in the rest of the report. Appendices are not to be used. Use of headings and sub-headings can be used for clarity. It is important to get the balance right between the citing of referenced material and your own interpretation and ideas. When using your own thoughts and ideas, you can signal the reader by using words and phrases such as 'it can be argued that...", "it is evident that..." and "it seems as though..."

len2373726

9/20/2019 10:56:44 PM

Writing in the third person is expected in all pieces of work. Do not submit multiple copies (or versions) of your work. If you do, the marker will only pick the one with the lowest mark awarded. You have full editing rights, kindly remove all unnecessary material before the date due. All date/time mentioned and used is Sydney time. Requirements - This assignment requires the Online student to learn how to use Powerpoint 2013 with audio. And saving it in MP4 format (which is within the application). The subject does not teach you how to create slides or present it with audio. Older versions of Powerpoint may not have this feature. It is the student's responsibility to have a copy of this Powerpoint version (or a later version with this feature).

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