FM veteran spends day on the phones at Macro helpdesk
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10/05/2011
In one of a series of articles for FM World, veteran facilities management pioneer Lionel Prodgers spent a day on the helpdesk frontline, working at FM24's call centre in Camden Town. As an industry that pretty much embodies ever-changing working practices, Lionel was keen to see how helpdesk operations have become more sophisticated and efficient in today's world, from the days when it meant "an office administrator with a pen and notepad", to today's complex computer-based, concierge-style service.
Prodgers' experience and performance are analysed and rated by Artemis Papademetriou, an FM24 helpdesk operator with years of experience. As she points out "it usually takes 3 weeks to train an operator so Lionel was definitely jumping in at the deep end."
To read more about how this legendary FM professional found his experiences back on the phones, click here:
http://www.fm-world.co.uk/features/feature-articles/talk-of-the-town/
