1994-06-27, English, Article, Other article, Photograph edition: Help! The PC support-center worker is part psychologist, part technician. (Special Report: Technology: What Do We Do?) Ziegler, Bart

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Bookmark: http://trove.nla.gov.au/version/110611739
Physical Description
  • photograph
  • Newspaper article
Published
  • Dow Jones &​ Company, Inc., 1994 June 27
Language
  • English

Edition details

Title
  • Help! The PC support-center worker is part psychologist, part technician. (Special Report: Technology: What Do We Do?)
Also Titled
  • Help! The PC support-center worker is part psychologist, part technician.
Appears In
  • The Wall Street Journal Western Edition, 1994 June 27, pR22(W) pR22(E) (ISSN: 0193-2241)
Author
  • Ziegler, Bart
Published
  • Dow Jones &​ Company, Inc., 1994 June 27
Physical Description
  • photograph
  • Newspaper article
Subjects
Target Audience
  • General
  • Trade
Summary
  • IBM's HelpCenter located in Research Triangle Park, NC, processes calls from approximately 8,000 confused IBM microcomputer users a day. The center's staffers help users resolve problems with their IBM PC hardware and software and even provide social support for lonely people who call the center at odd hours. One worker goes so far as to describe the job as part technician, part psychologist. A large portion of the callers are not novice users. Often callers use PCs at work, but have yet to master core functions. HelpCenter workers believe that many of these users could resolve their problems independently had they been given adequate computer training in the workplace. HelpCenter first began in 1992 and was part of a company effort to become more responsive to customer needs. In 1993, more phone lines and technical support were added to the center to ensure that calls were quickly processed. In 1994, callers spend an average of 30 seconds on hold before they reached a center staffer.
Notes
  • photograph
Language
  • English
Database
  • Gale General OneFile
Identifier
  • 15546211

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State Library Victoria. Open to the public 1035002; July 18 1966-Mar. 7, 2014; held Periodical; Newspaper English
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