(2004), "Targeting support", International Journal of Productivity and Performance Management, Vol. 53 No. 3. https://doi.org/10.1108/ijppm.2004.07953cad.004Download as .RIS
Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited
Dixons, the UK high street electrical retailer, is expecting to reduce the number of calls to its IT support desk by 40 per cent over the next three years, thanks to the installation of self-service technology.
The self-learning knowledge base software provided by RightNow Technologies will give employees access to answers to the most common IT issues. By empowering employees this way, Dixons hopes to reduce its technical support costs, minimise downtime, and improve overall business performance.
“RightNow delivers a powerful solution for taking the burden of answering repetitive questions off the shoulders of skilled personnel whose abilities and energies we would prefer to see devoted to higher-value tasks,” says Paul Kendal, Dixons services support team leader. “In addition to benefiting our IT organisation, this system will enable our entire business to compete more effectively by eliminating productivity-draining delays in the delivery of technical support.”