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Problem Identification Training

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09-27-2004, 12:02 PM

jean devries jean devries is offline

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Join Date: Sep 2004

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Problem Identification Training

Hello all,

I work in a website help desk call center. We have no shortage of solutions to problems, but what we sometimes have is a shortage of knowledge on how to identify the problem.

Does anyone know of any training classes, seminars, or other resources on how to train call center employees on problem identification, root cause analysis, or matching the solution to the problem instead of the other way around, which often happens.

Thanks in advance for your wisdom!

Jean DeVries

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