The Complete Guide to Customer Support

How to Turn Technical Assistance Into a Profitable Relationship

Joe Fleischer, Brendan Read

272 pages, parution le 19/06/2002

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Résumé

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 to Customer Support is a concise, practical guide to running an effective customer support operation, highlighting key issues such as:

How do you organize your support to meet customers' needs?
How do you attract, train, and retain the best staff?
What technologies do you need and how to they fit into support?
What are the best ways to mesh live, automated, and field support?
How do you ensure customers consistently reach people who can help them?
Do you charge for support?
And how do you know if your support operation is really doing a good job?

Using clear, logical explanations and case studies, balanced with wit and graphics to illustrate key methods, trends, and technologies, this book is an invaluable resource for understanding how support is evolving beyond technical help to long-term customer care.

Contents

What are customer support centers ?
The role of a support center
Support center operations
Providing live support
Support center adjuncts
Locating and building support centers
Support center technology
Staffing and training
Certification and benchmarking
Knowledge delivery a.k.a knowledge management
Customer relationship management
Day-to-day support practices
Downsizing your support center
Resources guide

L'auteur - Joe Fleischer

Joe Fleischer, Call Center magazine's chief technical editor, regularly writes about how companies use technology to serve customers by phone and online. He's in frequent demand as a speaker at leading events, including Call Center Demo and Conference.

L'auteur - Brendan Read

Brendan B. Read is a business editor, writer and consultant who writes about site selection, real estate, facilities, staffing, training, outsourcing and home working. Brendan served for many years as services editor of Call Center magazine. A frequent speaker at at industry conferences, he is the author of Home Workplace and co-author of The Complete Guide to Customer Support.

Caractéristiques techniques

	PAPIER
Éditeur(s)	CMP Books
Auteur(s)	Joe Fleischer, Brendan Read
Parution	19/06/2002
Nb. de pages	272
Format	15 x 23
Couverture	Broché
Poids	435g
Intérieur	Noir et Blanc
EAN13	9781578200979