Rapid growth is pushing the help desk operations of two of the nation's biggest retailers to become faster and more efficient. As a result of investments in technology and a focus on best practices, Wal-Mart Stores, Bentonville, Ark., and Target Corp., Minneapolis, have been able to improve help desk service levels while reducing the employees needed to support the growing number of stores. Wal-Mart's Lee Moore, help desk manager, and Target's Rob Gardner, manager, client support center, ...
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