The Complete Guide to Customer Support: How to Turn Technical Assistance Into a Profitable Relationship / Edition 1

by Joe Fleischer

Overview

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

Product Details

ISBN-13:	9781578200979
Publisher:	Taylor & Francis
Publication date:	01/04/2002
Edition description:	FIRST
Pages:	272
Product dimensions:	6.00(w) x 9.00(h) x (d)

About the Author

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. Brendan Read, Call Center magazine's services editor and author of Designing the Best Call Center for Your Business, writes about site selection, design, staffing, training, certification, outsourcing, teleworking, and laws and regulations. An experienced reporter and business journalist, he writes and occasionally speaks at trade shows in a unique way that makes complex topics understandable and interesting.

Table of 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