Help desk personnel are under pressure to act quickly and efficiently to solve the problem at hand.
Help desk personnel gain information about the customer problems over time.
Information about the problems that customers have is potentially valuable for future products and services.
Help desk personnel have high turnover rate and their knowledge is lost.
Use technology and/or specialized personnel to capture and organize the knowledge gained by armies of help desk personnel and then make sure this is fed forward in a timely manner to the development team for subsequent related services and products. Not only should this help produce better products and services; it may also help the Help Desk personnel feel that they are contributing to longer term goals (not just fire-fighting) and thereby reduce turnover.
Cooks should take a look at what comes back uneaten from the kitchen.
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