BN.com Gift Guide

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

Paperback (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 96%)
Other sellers (Paperback)
  • All (10) from $1.99   
  • New (3) from $45.57   
  • Used (7) from $1.99   

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

Read More Show Less

Product Details

  • ISBN-13: 9781578200979
  • Publisher: Taylor & Francis
  • Publication date: 1/4/2002
  • Edition description: FIRST
  • Edition number: 1
  • Pages: 272
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.58 (d)

Meet 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.

Read More Show Less

Table of Contents

Foreword 9
Preface 13
Acknowledgments 17
Introduction 19
Ch. 1 What Are Customer Support Centers? 25
Ch. 2 The Role of a Support Center 41
Ch. 3 Support Center Operations 53
Ch. 4 Providing Live Support 71
Ch. 5 Support Center Adjuncts 81
Ch. 6 Locating and Building Support Centers 97
Ch. 7 Support Center Technology 121
Ch. 8 Staffing and Training 155
Ch. 9 Certification and Benchmarking 183
Ch. 10 Knowledge Delivery a.k.a Knowledge Management 197
Ch. 11 Customer Relationship Management 223
Ch. 12 Day-to-Day Support Practices 237
Ch. 13 Downsizing Your Support Center 255
Ch. 14 Resources Guide 261
Suggestions for Additional Reading 267
Glossary 269
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)