Videoconferencing for the Real World: Implementing Effective Visual Communication Systems
This text provides easy-to-follow guidelines for deploying a cost-effective videoconferencing solution tailored to an organization's specific needs.
TABLE OF CONTENTS Videoconferencing for the Real World: Implementing Effective Visual Communication Systems
Appendix A: Case Studies and a Research Summary
Case Study 1: Corporate Customer Service Training Program
Organization
USWEST Media Group Shared Technologies USWEST Dex Client Services
Program Directors
Peggy Kaye, USWEST Media Group Shared Technologies Mark Mongar, USWEST Dex Client Services
History
The Client Services and Shared Technologies entities were one group until they were separated in a reorganization. Both provide information services systems support to USWEST Dex and USWEST Media Group internal customers. Shared Technologies provides the network and its management. Client Services provides and maintains the hardware and software. Typically in an IS organization, the skill set emphasized is always technical competence. The most important job for technicians is to fix the problem. Management had few problems with its employees ability to fix the software problems or equipment, but saw a need for better handling of customers requests and to more efficiently meet their needs. In today s business environment, customers expect not only functional expertise, but for their needs to be handled individually, personably, quickly, and with the least inconvenience to them. However, the interpersonal skill set of the IS employees lagged behind their technical skills. Reasons for this were that interpersonal skills typically were not emphasized during job interviews and performance evaluation experience with technology was valued, and technicians were provided extensive technological training. Customer service skills were not part of the appraisal nor the interview process. Client Services and Shared Technologies did not have a high number of customer complaints, but recognized that this was an area that they could pursue to improve customer...
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