A hands-on practical guide to the design and operation of software support centers and help desks.
- Limba : Engleza
- Cuprins :
2. Call Management Models.
Achieving Customer Satisfaction. Call Flow Models. Other Call Management Considerations. Escalations.
3. Call Management Implementation.
Hotline Support Basics. Phone Interface. Call Routing. Escalation Management. Non-phone Based Support. Disaster Recovery Planning.
4. Measuring Support Center Performance.
Important Process Metrics. Customer Satisfaction. Analysis Metrics.
5. Packaging Support Programs.
What is a support package and why create one? Defining Successful Support Packages. Pricing and Selling Support Packages. Sample Support Offerings.
6. Support Organization Structure.
Do I need an organization dedicated to Support? Third-Party Support: Outsourcing. Reporting Structure. Do I need more than one Center? Internal Structure of the Support Group.
7. Managing Support People.
Planning Support Staffing Nee
- Data Publicarii : 1998
- Editie : 1
- Format : Paperback
- Numar pagini : 352
- ISBN : 9780135694503