Embanet Success Letter: When the Help Desk Is Not Just a Help Desk, But Instead, A Retention Tool for Online Programs

November 29, 2004

While these tools can be useful, most institutions overlook the most powerful retention tool – an effective help desk. Unfortunately, many help desks have earned a deservedly negative reputation over the years. Horror stories of people being made to feel ‘stupid’ or not even having their question answered, still echo.

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