Coastal Technologies / WebsFirst, Inc.
web site development · marketing · e-commerce · mobile

Synopsis:
reference includes a complete update of all topics covered in the first edition, plus plenty of information on important new topics including migration, Intranet and Internet strategies, and help desk strategies in multi-vendor environments. The CD contains templates, checklists, and customizable "maps" of decision-making criteria.

Synopsis:
They're the people who feel the wrath of every system crash. And like the rest of the organization, the help desk is being transformed by the potential of Intranets, extranets, and the Web. This updated edition of the definitive help desk guidebook now offers timely and practical suggestions for upgrading the service of a help desk using the latest technologies.

Book Description
301 Great Customer Service Ideas cuts past the cumbersome 'reinventing the wheel' arguments of marketing theory and zeros in on 301 ingenious, inexpensive and easily applied marketing ideas culled from the pages of Inc. and Inc. Technology magazines and the Positive Performer Awards presented by Inc. Covering every aspect of customer service from focus groups and quality assurance to service audits and complaint management, every idea in this book can have an immediate impact on a company's bottom line.

The publisher, Prentice-Hall ECS Professional :
The practical, end-to-end guide to designing and operating help desks and software support centers. This book compiles detailed, practical recommendations for structuring and operating a support organization. It will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Learn all the major principles of designing a customer-focused support operation. There is comprehensive coverage of call management models and implementation, and techniques for measuring support center performance. Readers learn how to develop the right support structure and support programs for their organization, and when and whether to outsource. The book includes an insightful discussion of how to manage technical support staff effectively. Other topics include: how to manage the resolution of software bugs, compare tools for software support, and involve users in the development process. The book includes a sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. For managers, executives and support engineers involved in software support.

Peachpit Press :
Columnist John C. Dvorak called this "an outstanding book, probably the most sorely needed book ever written for the industry." One of the few books devoted to "helping the helpers," Help! overviews the billion-dollar tech support industry, analyzes the dialog between the tech support worker and the user in trouble, explains how to set up and manage a support operation, discusses the technology of support, and profiles successful technical support operations.

Synopsis:
Technical support is essential for any computer vendor, whether to answer application questions or to handle the problems that inevitably occur. This book will help any company develop a top-flight technical support department., offering guidelines on both organization and development. It discusses such topics as work distribution, scheduling and organization, and more.

Card catalog description
When shopping for computer hardware and software, one thing that every customer looks for is quality technical support. Written by two technical support experts, Delivering World-Class Technical Support tells you everything you need to know to plan, develop, market, and manage a top-flight technical support operation that wins and keeps customers. Drawing upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about which services to offer or not to offer; how to recruit, train, and motivate technical support staff; using the Internet and Web to connect with and service your customers; work distribution, scheduling, and other organizational issues; how to budget for and staff your department; selecting the right tools for increased productivity; how to price and market your support offerings; measuring and improving department performance; using technical support to gather valuable customer information; how the efficiency of technical support impacts on your company's bottom line; and outsourcing and partnering technical support to third parties. Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.

From the lady who thought her mouse was a foot pedal, to the Army general who thought the OFF switch stood for Officers--they're all here.