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Venues (Conferences, Journals, ...)
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GrowBag graphs for keyword ? (Num. hits/coverage)
Group by:
The graphs summarize 615 occurrences of 279 keywords
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Results
Found 276 publication records. Showing 276 according to the selection in the facets
Hits ?▲ |
Authors |
Title |
Venue |
Year |
Link |
Author keywords |
205 | Sean Stockburger, Teresa Fernandez |
Virtual onsite support: using internet chat and remote control to improve customer service. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
lotus, sametime, technology, support, help desk, remote control |
159 | Rachel Daigle |
Student workers: the heart of the help desk. |
SIGUCCS |
2003 |
DBLP DOI BibTeX RDF |
help desk, customer support, student workers |
132 | Ryan Christopher Tucker, Nathan Carpenter |
Read all about it!: help desk newsletter informs and enlightens organization. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
newsletter, communications, statistics, help desk |
132 | John Gormly |
Rapid help desk revitalization. |
SIGUCCS |
2003 |
DBLP DOI BibTeX RDF |
professional staff, systems, help desk, students |
131 | Jen Whiting, Peter Everett |
Surviving your success. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
help desk managers, tools for success, your worst nightmare, communication |
129 | Kristi Evans, W. Teresa Jones |
Building an IT help desk: from zero to hero. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
management, help desk, student workers |
129 | Akira Takano, Yuko Yurugi, Atsushi Kanaegami |
Procedure based help desk system. |
IUI |
2000 |
DBLP DOI BibTeX RDF |
case based reasoning, help desk, guidance |
127 | Kathy Kirchner |
Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
support, help desk, staffing, consolidation |
117 | Sylvia Maxwell, Regina Davis |
From soup to nuts the comprehensive IT help desk. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
processes and procedures, collaboration, tools, support, help desk |
115 | Karla Nelson, Tammie Kramolis, Teresa Kramolis |
Open your eyes...speak your mind...help desk communicating. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
Baylor University, DOWN, frontRange solutions, communication, IT, help desk, content management system, knowledgebase, heat |
112 | Zon-Yin Shae, Dinesh Garg, Rajarshi Bhose, Ritabrata Mukherjee, Sinem Güven |
Efficient Internet Chat Services for Help Desk Agents. |
IEEE SCC |
2007 |
DBLP DOI BibTeX RDF |
|
112 | Rachel Niedzwiecki, Macauley Peterson |
Help desk support: to be or not to be eligible. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
service level agreement, customer service |
107 | Vivian Pair, Debby Boyle |
Internal and external communication and collaboration: building a strong help desk environment. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
operational level agreements, collaboration, help desk, partnership |
104 | Scott Chamberlain |
Winning all around, providing a help desk service point at the learning commons. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
scheduling, management, help desk, customer service, supervision, budgeting |
104 | Regina Davis, Sylvia Maxwell |
The comprehensive IT help desk: a single point-of-contact for the university community. |
SIGUCCS |
2004 |
DBLP DOI BibTeX RDF |
processes and procedures, collaboration, tools, support, help desk |
97 | Zoonky Lee, Yongbeom Kim, Sang-Gun Lee |
The Influences of Media Choice on Help Desk Performance Perception. |
HICSS |
2001 |
DBLP DOI BibTeX RDF |
media choice, end-user satisfaction, Help desk, media richness theory |
94 | Alison Cruess |
Transforming a help desk from average to excellent. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
centralized and decentralized support, staff training, service, help desk, change management, user support, limited resources |
94 | Kim Washburn, Janice G. El-Bayoumi |
UNB's single site service source. |
SIGUCCS |
2003 |
DBLP DOI BibTeX RDF |
web, service, support, help desk, helpdesk |
92 | Niki Serakiotou, Aime Diaw, Thomas Bui, Richard Roberts 0002, Carolynne White |
From help desk and resnet to "Best Service Center in Town". |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
residential college support, restechs, service operation, support, help desk, student workers |
92 | Christine Halverson, Thomas Erickson, Mark S. Ackerman |
Behind the help desk: evolution of a knowledge management system in a large organization. |
CSCW |
2004 |
DBLP DOI BibTeX RDF |
ethnography, help desk, distributed cognition, design approaches, frequently asked questions |
91 | Amy Magno, Thomas Bohlke |
From 0 - 60 in 4.2 seconds supporting the RESNET. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
cleanAccess, help desk, resNet, VLAN |
89 | Alfred Padeletti, Berthenia Coltrane, Richard Kline |
Customer service: help for the help desk. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
support, help desk, customer support |
88 | Mehmet H. Göker, Thomas Roth-Berghofer, Ralph Bergmann, Thomas Pantleon, Ralph Traphöner, Stefan Wess, Wolfgang Wilke |
The Development of HOMER: A Case-Based CAD/CAM Help-Desk Support Tool. |
EWCBR |
1998 |
DBLP DOI BibTeX RDF |
|
84 | Lea H. Snyder |
Expanding help desk services: the benefits of student S.O.S. |
SIGUCCS |
2003 |
DBLP DOI BibTeX RDF |
on-site assistance, performance, measurement, management, accountability, help desk, customer service, student staff, student consultants |
82 | Dave Bradstreet, Mark Chast, Kristi Ziehl |
Ursula or ariel?: is your help desk application evil or good in the eyes of your support staff. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
RFP, testing, help desk, computer support |
80 | Sue R. Bauer, Cindy Grether |
A model of successful collaboration and integration of help desk/computer training services and resources. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
employee orientation, employee turnover, resource integration, training, management, technology, help desk, human resources |
79 | Nathan Carpenter, Ryan Tucker |
You want us to support WHAT?!? negotiation, delivery and cultivation: the gateway to excellent service deployment. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
management, applications, project management, services, SLA, help desk, customer service, lifecycle, knowledgebase |
79 | Debbie Mojta |
Communities of practice: dare to share the knowledge. |
SIGUCCS |
2004 |
DBLP DOI BibTeX RDF |
learning, knowledge management, training, management, communities of practice, help desk, organizational learning, student staff |
79 | Teresa Fernandez, Sean Stockburger |
Full-time staff boldly go where no part-time student has gone before. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
full-time staff, staffing models, help desk, customer service |
72 | Dianne Brotherson |
Has your help desk graduated yet? |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
centralized software distribution, remote control software, help desk |
70 | Richard Kirchmeyer |
The consolidated help desk. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
support, help desk, customer service |
69 | Kimberly H. Brookes, Susan K. Lees |
Oh no!: they want me to support students' computers...? |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
self-help, help desk, customer service, student support |
67 | Mary C. Twitchell |
Moving from helpless desk to help desk: practical strategies for improving customer service in a multi-function university help desk. |
SIGUCCS |
1997 |
DBLP DOI BibTeX RDF |
|
67 | Alisa Kongthon, Chatchawal Sangkeettrakarn, Sarawoot Kongyoung, Choochart Haruechaiyasak |
Implementing an online help desk system based on conversational agent. |
MEDES |
2009 |
DBLP DOI BibTeX RDF |
help desk system, natural language processing, conversational agent, language understanding |
67 | Geoffrey Sperl |
Taming the help desk. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
training, management, planning, help desk, leadership, professional development |
67 | Debbie Mojta |
Building a community of practice at the help desk. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
learning, training, management, help desk, student staff |
67 | John V. Roberts |
Track-it!: help desk automation. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
track-it!, work order, software, automation, help desk, inventory |
67 | Ethan Benatan, Jerry McGarrity |
Developing student help desk consultants: a skill-based modular approach. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
employee training, help desk employees, skill building, student employees |
65 | Morteza Zahedi, Hamed Rahimov, Forough Soleymani |
A Two-Level Automatic Help Desk Based on a New Statistical Approach. |
ICIW |
2008 |
DBLP DOI BibTeX RDF |
Online Help Desks, Technical Support Group, Web Services, Statistical Approach |
63 | Shereese Thomas |
Making help desk training interactive and interesting for student technicians. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
calltacker, instructional design, blackboard |
63 | Thomas Roth-Berghofer |
Learning from HOMER, a Case-Based Help Desk Support System. |
LSO |
2004 |
DBLP DOI BibTeX RDF |
|
56 | Christopher H. King |
Same campus, different worlds. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
reorg, education, help desk, higher education, reorganization, CIO, chief information officer, service desk |
56 | Janice G. El-Bayoumi |
Leveraging student owned laptops on campus: I can't connect to the network. can you help me? |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
security, support, help desk, customer service, laptops |
56 | Janet Belew |
Students helping students in residence: how suite it is... |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
computing advisors, residential computing, student services, student training, orientation, help desk, customer service, students, student employees, student consultants, ResNet |
56 | Jerilyn Prescott, Tom Kilty, Gary Franklin, Andrew Cleary, Tony D. Lovgren, Angie Mai |
Evolution of three help desks. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
support center, help desk, higher education |
55 | Lena Mamykina, Catherine G. Wolf |
Evolution of Contact Point: a case study of a help desk and its users. |
CSCW |
2000 |
DBLP DOI BibTeX RDF |
user-centered design, case study, design process, help desk, user needs |
55 | Robert Prince, Jianwen Su, Hong Tang, Yonggang Zhao |
The design of an interactive online help desk in the Alexandria Digital Library. |
WACC |
1999 |
DBLP DOI BibTeX RDF |
online help desk, online support, user interface, collaboration, digital library |
55 | Jerry Martin |
Training Help Desk Students: The Never Ending Task. |
SIGUCCS |
1999 |
DBLP DOI BibTeX RDF |
training, help desk, students |
55 | Kelly Wainwright, Bret Ingerman |
Home Growing Help Desk Software. |
SIGUCCS |
1999 |
DBLP DOI BibTeX RDF |
help desk, call center, call tracking |
55 | Daneen Walko |
Implementing a 24-hour Help Desk at the University of Pittsburgh. |
SIGUCCS |
1999 |
DBLP DOI BibTeX RDF |
24 hour help desk, call center, support services |
54 | Rebecca Klein, Matthew Smith 0004 |
Pursuing the peak of excellence: Wiki as a knowledge base. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
collaboration, communication, training, Wiki, knowledge base, information, help desk, technical support |
54 | David Davenport |
Developing an eLearning support model. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
doIT, online learning, support, help desk, eLearning, course, management system |
54 | Quentin Calder |
Facing budgetary shortfalls?: ways to keep IT staffing, while saving important monies for critical use. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
on-site assistance, training, management, help desk, student staff, student consultants |
52 | Annie Saunders |
Online solutions: looking to the future of knowledgeBase management. |
SIGUCCS |
2004 |
DBLP DOI BibTeX RDF |
retrieval, information, knowledgebase, on-line documentation |
51 | Cynthia A. Burdick |
Teaching Our Customers to Help Themselves: The Resource Desk as the Next Step in the Evolution of the Help Desk Environment. |
SIGUCCS |
2000 |
DBLP DOI BibTeX RDF |
|
51 | Carol L. Smith |
Building a help desk from scratch, with no staff, no equipment and no money: molding novice student consultants into seasoned help desk operators. |
SIGUCCS |
1996 |
DBLP DOI BibTeX RDF |
|
50 | Cindy Dooling, Shahra Meshkaty |
Collaborating outsourcing of the IT help desk. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
collaboration, email, outsourcing, portal, students, helpdesk, faculty, employees |
50 | Kristi Evans, Geoffrey Sperl |
The proper care and feeding of your help desk. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
appreciation, performance, training, motivation, recognition, change, staffing, turnover, rewards |
50 | Ingrid Zukerman, Yuval Marom |
A corpus-based approach to help-desk response generation. |
CIMCA/IAWTIC |
2006 |
DBLP DOI BibTeX RDF |
|
50 | Yuval Marom, Ingrid Zukerman |
Analysis and Synthesis of Help-Desk Responses. |
KES (3) |
2005 |
DBLP DOI BibTeX RDF |
|
50 | Mark Kriegsman, Ralph Barletta |
Building a Case-Based Help Desk Application. |
IEEE Expert |
1993 |
DBLP DOI BibTeX RDF |
|
50 | Kathy Lyons, Martin Wolske |
Me and my shadow. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
collaboration, education, training, team-building |
44 | Dave Nevin, Mary A. Brock, Christian J. Sinnett |
New customers, new challenges, new structure: realigning support to survive massive growth. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
decentralization/centralization, help desk, desktop support |
44 | Claire C. Lassalle, Guy J. Lavergne |
Sharing knowledge with peers: return on your investment. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
communications, training, management, technology, economics, knowledge, organization, help desk, return on investment, staffing, budget |
42 | Joana Trimble Gandara, Michelle Eastland |
Collaborate, plan, deploy, and train: office 2007 in the classrooms and labs across campus. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
microsoft office 2007, software maintenance, training, computer education, computer training |
42 | Karen Sirman |
Building an IT community at Louisiana State University: collaboration and partnership strategies. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
IT forum, advisory group, department services, distributed it, munch and share, tech talk, tech workshop, technology support professionals, collaboration, communication, portal, help desk, IT professionals, partnerships, outreach, committees, partners |
42 | Jennifer McIntosh-Elkins, Rebecca Klein |
Creating pathways to develop student professionalism: a new direction. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
student employment, student training, management, help desk, recruiting, mentoring, coaching, career development |
42 | Jayne Lovett |
Open source: a practical solution. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
open-source help desk software |
42 | Jace Laakso, Kathy Garramone |
Online courseware inspires it student consultants & IT staff. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
student technology assistants, training, help desk, student consultants |
42 | Karen Griffiths, Tammie Kramolis |
Twelve steps to recovery: my co-dependent relationship with tivoli. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
baylor resnet, bearweb, heat®, software support, tivoli storage manager®, security, ITS, help desk, relationship, data storage, information technology services, data recovery |
42 | John A. Underwood, Deb Hegdahl, Jeff Gimbel |
A proper set of tools are needed to corral support. |
SIGUCCS |
2003 |
DBLP DOI BibTeX RDF |
ACD, Funk Software, North Dakota State University, North Dakota University System, SiteScope, WebEx, automatic call distribution, call management, problem tracking system, remote assistance, communication, training, documentation, proxy, network monitoring, help desk, system monitoring, remedy |
42 | Kathleen Cummings |
Reinventing support services: transcending the centralized-decentralized support model debate. |
SIGUCCS |
2002 |
DBLP DOI BibTeX RDF |
help desk software, support politics, training and documentation, desktop support |
42 | Tony D. Lovgren |
Strategies for implementing unmanned labs. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
lab consultants, unmanned labs, security, wireless, support, help desk, computer labs, computing labs, labs, kiosks, lab management, lab managers, technical support |
42 | Marjorie Rowell |
Women & technology: how Wellesley College recruits, trains and retains student staff. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
training, help desk, recruiting, student employees, females |
39 | Michelle Bautista, Bryan Lee |
A recharge model for end user computing support: yes! people pay us to fix their computers. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
recharge model, faculty, desktop, staff, computer support, funding, subscription |
38 | Thanh Tho Quan, Siu Cheung Hui, Alvis Cheuk M. Fong |
Automatic fuzzy ontology generation for semantic help-desk support. |
IEEE Trans. Ind. Informatics |
2006 |
DBLP DOI BibTeX RDF |
|
38 | Ingrid Zukerman, Yuval Marom |
A Comparative Study of Information-Gathering Approaches for Answering Help-Desk Email Inquiries. |
Australian Conference on Artificial Intelligence |
2006 |
DBLP DOI BibTeX RDF |
|
38 | Melanie Knapp, Jens Woch |
Towards a Natural Language Driven Automated Help Desk. |
CICLing |
2002 |
DBLP DOI BibTeX RDF |
|
38 | Mehmet H. Göker, Thomas Roth-Berghofer |
Development and Utilization of a Case-Based Help-Desk Support System in a Corporate Environment. |
ICCBR |
1999 |
DBLP DOI BibTeX RDF |
|
37 | Stephen Wassef |
Moving mountains in Motown: trailblazing technology at the Wayne State University PC clinic. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
Cisco Clean Access Agent, Dynamic Host Configuration Protocol (dhcp), Lightweight Directory Access Protocol (ldap), network authentication |
37 | Stacey B. Morales |
Do you want to leave a trail or make a path? |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
management, service, support, customer service, ITIL |
37 | Jennifer S. Whiting |
Moving IT beyond IT. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
career advancement, management, technology |
35 | Jacob T. Biehl, Rosta Farzan, Yingfan Zhou |
Can Anybody Help Me?: Using Community Help Desk Call Records to Examine the Impact of Digital Divides During a Global Pandemic. |
CHI |
2022 |
DBLP DOI BibTeX RDF |
|
35 | Christopher L. Carr, Patrick J. Bateman, Saral J. Navlakha |
They Call for Help, But Don't Always Listen: The Development of the User-Help Desk Knowledge Application Model. |
AMCIS |
2008 |
DBLP BibTeX RDF |
|
35 | Ruth V. Heidel |
More Help Is On The Way (Optimizing The Performance Of The Client/Server Help Desk). |
Int. CMG Conference |
1995 |
DBLP BibTeX RDF |
|
35 | Glenda Schester Moum |
What to do when the help desk needs help]. |
SIGUCCS |
1987 |
DBLP DOI BibTeX RDF |
|
33 | Jim E. Greer, Gordon I. McCalla, John Cooke, Jason A. Collins, Vive Kumar, Andrew Bishop, Julita Vassileva |
The Intelligent Helpdesk: Supporting Peer-Help in a University Course. |
Intelligent Tutoring Systems |
1998 |
DBLP DOI BibTeX RDF |
|
33 | Don Rea, Keelan Cleary |
See for yourself: implementing web-based remote observation/control. |
SIGUCCS |
2001 |
DBLP DOI BibTeX RDF |
|
29 | Maureen A. Novozinsky, Evelyne S. Roach, Leila M. Shahbender |
Frontline support at Princeton University: a centralized and decentralized approach. |
SIGUCCS |
2009 |
DBLP DOI BibTeX RDF |
SCAD/DCS, computing support specialist, computing, help desk, customer support, technical support |
29 | Sergio Valerio, Jean Pereira, Leonel Morgado, Pedro Mestre, Carlos Serôdio, Fausto de Carvalho |
Second Life Information Desk System Using Instant Messaging and Short Messaging Service Technologies. |
VS-GAMES |
2009 |
DBLP DOI BibTeX RDF |
Information Desk, virtual worlds, SMS, Help Desk, Messaging, Second Life |
29 | Christian J. Sinnett, Dave Nevin, Mary A. Brock, Lucas E. Turpin, Tammy Barr |
Breaking through the beaver dam: guiding your customers and staff through a major restructure. |
SIGUCCS |
2008 |
DBLP DOI BibTeX RDF |
decentralization/centralization, help desk, desktop support |
29 | Joe Lim |
University of Toronto Mississauga: "the one" project. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
centralizing systems, enhancing student experience, help desk, id |
29 | Rebecca Klein, Matthew Smith 0004, David Sierkowski |
Reduce response time: get "hooked" on a wiki. |
SIGUCCS |
2007 |
DBLP DOI BibTeX RDF |
collaboration, communication, training, wiki, knowledge base, information, help desk |
29 | Ari R. TenCate |
Expanding the boundaries through the use of technology in informal learning spaces. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
general access labs, help desk, learning spaces, advanced technology |
29 | Jason Snyder, Meredith Field |
We got the message: creating an instant messenger service point. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
communication, help desk, staffing, consulting, instant messenger |
29 | Joshua Hartranft, Veronica Longenecker |
SafetyNET -- designing and implementing a technology support program for students. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
Cisco clean access, security, help desk, spyware, viruses, support tools, call tracking, student support |
29 | Laurie Fox, Shawn M. Plummer |
Opening the lines of communications with open source software. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
RT, SUNY Geneseo, ticket management, communication, open source, help desk, best practical |
29 | Raymond Gable |
VOIP in a university call center. |
SIGUCCS |
2006 |
DBLP DOI BibTeX RDF |
ACD, IP contact center, agent dashboard, frontrange solutions, help center, service, VOIP, help desk, call center |
29 | Saeed Rajput, Jihong Chen, Sam Hsu |
State based authentication. |
ACM Southeast Regional Conference (2) |
2005 |
DBLP DOI BibTeX RDF |
rule-based attack, syllable attack, security, authentication, access control, attack, password, help-desk, vulnerabilities, dictionary attack, unauthorized access, password management |
29 | Jason Brand, Jeff Balvanz |
Automation is a breeze with AutoIt. |
SIGUCCS |
2005 |
DBLP DOI BibTeX RDF |
AutoIt, automation, help desk, scripting, windows, customer service |
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