Introduction <Tab/>Our help desk at our company consists of call-in lines with no monitoring or reporting tools in place. We're unable to report how long customers have been waiting, volume of calls, or amount of abandoned calls. The second part of the problem is we have ruled out a new piece of software and the bugs have yet to be worked out. This along with a limited staff has increased …showed first 75 words of 819 total…

…showed last 75 words of 819 total…divided by site which will enable detailed reporting for project management and development. The database and tracking features will allow all parties to get the statistics they need. Using the IS division as the neutral administrator will allow a peaceful implementation of the new software. There is also a central outlet for customizing and tweaking of reports and databases. The quick implementation of this process will satisfy our customer base and pacify our parent corporation.