Art of Software Support, The

Francoise Tourniaire , Richard Farrell

Editura: Prentice Hall
A hands-on practical guide to the design and operation of software support centers and help desks.
  • Limba : Engleza
  • Cuprins :

    1. Introduction.

    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
240.99 Lei
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