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ISBN-10 : 0080502369
ISBN-13 : 9780080502366
Author: Joe Fleischer, Brendan Read
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
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
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Tags: The Complete, Customer Support, Technical Assistance, Profitable Relationship, Joe Fleischer, Brendan Read
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