So, your help desk staffer picks up the phone and the user on the line says, “My laptop’s been run over by a truck. What should I do?” Look both ways before you pick up the pieces?

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Tags: help desk, problems, request, response

When we decided to convert customer payments (checks, cash, debit or credit cards) into e-files to save processing costs, at least we didn’t underestimate the problems.

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Tags: Back Office Conversion, BOC, centralized, conversion, cross-functional team, implementation, problems, timelines