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Technical Support on the Web

Librairie Eyrolles - Paris 5e

Technical Support on the Web

Technical Support on the Web

Designing and Managing an Effective E-Support Site

Barbara Czegel

420 pages, parution le 15/11/2000


In order to stay competitive in today's business world, both technology-based and nontechnology-based organizations must move their sales and product support to the Web. This book provides you with all the tools and information you'll need to make that move. Leading expert Barbara Czegel clearly shows you how to create an effective Web-based support site that meets all of your stakeholder requirements and generates a healthy return on investment.

Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems and ultimate disaster in the site-creation process. And you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.

Focused on the needs of today's e-business decision-makers, this book covers:

  • The advantages and disadvantages of
    moving to a Web-based support site
  • The most important goals to consider
    for your site
  • The features that make an effective
    support site
  • The best way to set up and manage an
    implementation plan
  • The key steps for evaluating performance and improving the site



Author bio

Part I: The Concept of Support on the Web

Chapter 1: Is Web-Based Support Worth While?

Part II: Initiating Web-based Support

Chapter 2: A Map for Site Creation and Management

Chapter 3: Establishing Scope

Chapter 4: Staff Selection

Part III: Design Considerations

Chapter 5: Functions, Tools, and Implementations

Chapter 6: Designing the Site

Part IV: Implementation and Management

Chapter 7: Processes and Implementation

Chapter 8: Marketing

Chapter 9: Site Management

Chapter 10: Problem Prevention and Trouble Shooting

Part V: Examples

Chapter 11: A Support Site That Provides Unattended Operations Knowledge

Chapter 12: Simplicity In Boxes

Chapter 13: Support Site for a Business Software Manufacture

Chapter 14: Revisiting The Education Plus Example

Chapter I5: Revisiting The Trace Software Example

L'auteur - Barbara Czegel

Barbara Czegel is president of SIRIUS3, a Toronto based company that provides training for Help Desk professionals and facilitation of improvement initiatives for technology support areas. She has over 23 years of experience in both the technical and human facets of the computer industry. Ms. Czegel has been involved in planning, development, analysis, and support of retail business systems, planning systems, and manufacturing systems. She has justified, established, and managed Help Desk operations in corporate environments and is an experienced communicator and facilitator. She is the author of two other Wiley publications--Running an Effective Help Desk and The Help Desk Practitioner's Handbook.

Caractéristiques techniques

Éditeur(s) Wiley
Auteur(s) Barbara Czegel
Parution 15/11/2000
Nb. de pages 420
Format 19 x 23
Couverture Broché
Poids 697g
Intérieur Noir et Blanc
EAN13 9780471391876


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