Management of Help Desk Operations for Eastern Sunshine Airlines - Desklib
VerifiedAI Summary
This presentation discusses the importance of help desk functions and the issues faced by Eastern Sunshine Airlines due to rude behavior and misleading information provided by agents. Mitigation strategies such as designing training programs and developing a knowledge base are suggested. A revamp plan involving training agents and utilizing big data and clouds for knowledge management is also presented. The rationale for the revamp and the benefits it will bring to the organization are discussed.