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No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals

Added by the EDUCAUSE Librarian

Title:

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals (ID: EDU07084)

Author(s):

Ellen C. Ramsey (University of Virginia)

Origin:

Presented at EDUCAUSE Annual Conferences (10/23/2007)

Type:

Presentations/Speeches

Abstract:

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum toward more confidence and skill in technology support and troubleshooting? Empower them to learn, then teach them to teach other.

View this resource:

http://www.educause.edu/ir/library/pdf/EDU07084.pdf

No Train