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Full Description
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t
Contents
Preface, Introduction CHAPTER 1: What Are Customer Support Centers? CHAPTER 2: The Role of a Support Center CHAPTER 3: Support Center Operations CHAPTER 5: Support Center Adjuncts Chapter 6: Locating and Building Support Centers CHAPTER 7: Support Center Technology CHAPTER 8: Staffing and Training CHAPTER 9: Certification and Benchmarking CHAPTER 10: Knowledge Delivery a.k.a Knowledge Management CHAPTER 11: Customer Relationship Management CHAPTER 12: Day-to-Day Support Practices CHAPTER 13: Downsizing Your Support Center CHAPTER 14: Resources Guide