Certification - June 2008 - (Page 34) TECHNIQUES Where Have All the Help Desks Gone? PATRICK D. TURNER One of the classic IT jobs in the United States may be slowly disappearing. According to a May 2007 report by Datamonitor, “There will be considerable investment in contact center outsourcing across Western countries over the coming five months.” The report — titled “The Future of Vertical Investment in Contact Center Outsourcing” — also states that new industries, including health care and tourism, are starting to outsource their help-desk functions to other countries. The changing economy will lead industries to seek ways to cut costs and improve efficiency. Companies can save money and provide their workers with topnotch, level-1 IT support by offshoring their help-desk functions. Many companies are going for it. Accounting and consulting firm BDO Seidman LLP recently conducted a telephone survey of 100 chief financial officers at U.S. technology companies with annual revenues of $100 million to $15 billion. Fortynine percent of respondents stated that they do some type of outsourcing of manufacturing or services outside the U.S. Another 2008 study by Forrester Research – “Outsourcing Fever Reaches Legal Departments” – concluded that between 2003 and 2015, 79,000 legal 34 CERTIFICATION MAGAZINE June 2008
Table of Contents Feed for the Digital Edition of Certification - June 2008 Certification - June 2008 Editor's Letter Contents Data Stream Tech Careers Academic Connection Dear Techie Virtual Village Online Degrees: Are They Right for You? Inside Certification New Opportunities and Challenges: Are Application Developers Ready? Interface Where Have All the Help Desks Gone? Ad Index Endtag Certification - June 2008 Certification - June 2008 - (Page Intro) Certification - June 2008 - Certification - June 2008 (Page Cover1) Certification - June 2008 - Certification - June 2008 (Page Cover2) Certification - June 2008 - Editor's Letter (Page 3) Certification - June 2008 - Contents (Page 4) Certification - June 2008 - Contents (Page 5) Certification - June 2008 - Data Stream (Page 6) Certification - June 2008 - Data Stream (Page 7) Certification - June 2008 - Tech Careers (Page 8) Certification - June 2008 - Tech Careers (Page 9) Certification - June 2008 - Academic Connection (Page 10) Certification - June 2008 - Academic Connection (Page 11) Certification - June 2008 - Dear Techie (Page 12) Certification - June 2008 - Dear Techie (Page 13) Certification - June 2008 - Virtual Village (Page 16) Certification - June 2008 - Virtual Village (Page 17) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 18) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 19) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 20) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 21) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 22) Certification - June 2008 - Online Degrees: Are They Right for You? (Page 23) Certification - June 2008 - Inside Certification (Page 24) Certification - June 2008 - Inside Certification (Page 25) Certification - June 2008 - New Opportunities and Challenges: Are Application Developers Ready? (Page 26) Certification - June 2008 - New Opportunities and Challenges: Are Application Developers Ready? (Page 27) Certification - June 2008 - New Opportunities and Challenges: Are Application Developers Ready? (Page 28) Certification - June 2008 - New Opportunities and Challenges: Are Application Developers Ready? (Page 29) Certification - June 2008 - Interface (Page 30) Certification - June 2008 - Interface (Page 33) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 34) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 35) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 36) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 37) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 38) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 39) Certification - June 2008 - Where Have All the Help Desks Gone? (Page 40) Certification - June 2008 - Ad Index (Page 41) Certification - June 2008 - Endtag (Page 42) Certification - June 2008 - Endtag (Page Cover3) Certification - June 2008 - Endtag (Page Cover4)
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