The Complete Guide to Customer Support: How to Turn Technical Assistance Into a Profitable Relationship
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
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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 tThe Complete Guide to Customer Support shows you how to maintain a quality staff, choose the technology that's right for your business, mesh multiple types of support, evaluate your operation, and more.
Foreword9Preface13Acknowledgments17Introduction19Ch. 1What Are Customer Support Centers?25Ch. 2The Role of a Support Center41Ch. 3Support Center Operations53Ch. 4Providing Live Support71Ch. 5Support Center Adjuncts81Ch. 6Locating and Building Support Centers97Ch. 7Support Center Technology121Ch. 8Staffing and Training155Ch. 9Certification and Benchmarking183Ch. 10Knowledge Delivery a.k.a Knowledge Management197Ch. 11Customer Relationship Management223Ch. 12Day-to-Day Support Practices237Ch. 13Downsizing Your Support Center255Ch. 14Resources Guide261Suggestions for Additional Reading267Glossary269
