The Complete Guide to Customer Support: How to Turn Technical Assistance Into a Profitable Relationship
Autor Joe Fleischeren Limba Engleză Paperback – 4 ian 2002
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Specificații
ISBN-13: 9781578200979
ISBN-10: 1578200970
Pagini: 272
Ilustrații: 1
Dimensiuni: 152 x 229 x 18 mm
Greutate: 0.4 kg
Ediția:1
Editura: CRC Press
Colecția CRC Press
ISBN-10: 1578200970
Pagini: 272
Ilustrații: 1
Dimensiuni: 152 x 229 x 18 mm
Greutate: 0.4 kg
Ediția:1
Editura: CRC Press
Colecția CRC Press
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Public țintă
Professional Practice & DevelopmentNotă biografică
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.
Cuprins
Preface, Introduction 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
Descriere
Today's support operations face greater responsibilities than the help desks of the 1990s