Call Center Operations
This weighty reference book addresses virtually every call center management topic, with an emphasis on technologies. You will learn to integrate telephone services and computing, and how to link databases, call handling, workstations, GUIs, legacy systems, software packages, and networks. the-resource-center.com/BOOKS/CALL_CENTER/call_center_operations.HTM Review ItAdd to Research Cart
CRM Today
Online resource for CRM, Call Centers and Help Desks offering daily updated news, events, jobs, articles, case studies, academic and white papers. crm2day.com/ Review ItAdd to Research Cart
Customer-Effective Web Sites
Addresses every component of e-commerce success: content, navigation, applications, information architecture, visual design, technology, and more. Presents 17 rules that every site must follow to attract profitable customers. Softcover. DLC: Web sites--Design. amazon.com/exec/obidos/ASIN/0130878278/o/qid=969986500/sr=8-1/ref=aps_sr_b_1_3/104-6172167-7391968 Review ItAdd to Research Cart
How to Measure Customer Satisfaction
This little guide presents a quick overview and practical information on defining and measuring customer satisfaction. You also get advice on how to report your findings. the-resource-center.com/BOOKS/focus/HT_measure_customer_satisfaction.htm Review ItAdd to Research Cart
Stop Being a Victim!
Are you the last to know about new products your company is distributing? This book describes steps you can take to demonstrate to your organization why it's important for your support center to be involved in product and service introductions. the-resource-center.com/BOOKS/focus/Stop_Being_a_Victim.htm Review ItAdd to Research Cart
360° Hiring, Retention and Career Pathing
In today's highly competitive marketplace, support and service managers need every advantage they can get. This book discusses fail-proof processes for customer support hiring, retention, and career-pathing. the-resource-center.com/BOOKS/Focus/360.HTM Review ItAdd to Research Cart
Building and Managing a World Class IT Help Desk
This book not only tells you what makes a help desk work well, it shows you exactly what types of things to look for when it doesn't. It provides real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies. the-resource-center.com/BOOKS/HELPDESK/Building_and_Managing.HTM Review ItAdd to Research Cart
Effective Software Customer Support
This updated second edition of one of the most popular resources for software support professionals presents a step-by-step approach to providing high quality, cost-effective customer support services for help desk operations of any size. the-resource-center.com/books/helpdesk/effective_software_customer_support.htm Review ItAdd to Research Cart
The Complete Guide to Customer Support
Using clear, logical explanations and case studies, balanced with wit and graphics to illustrate key methods, trends, and technologies, this book is an invaluable resource for understanding how support is evolving beyond technical help to long-term customer care. the-resource-center.com/BOOKS/HELPDESK/Guide_to_Customer_Support.HTM Review ItAdd to Research Cart
The Economics of Online Support
This report is the result of recently collected data from web support managers on their site maintenance costs, web support pay levels, self-service transaction costs, e-mail metrics, and the performance of their knowledgebase software. the-resource-center.com/REPORTS/economics_of_online_support.HTM Review ItAdd to Research Cart
How to Handle Difficult Customers
Learn a call flow process for resolving problems and how the process creates a foundation for dealing with difficult customers. You'll learn specific techniques for handling angry and irate customers, ramblers, and how to transform customers' unrealistic expectations into realistic ones. the-resource-center.com/BOOKS/focus/HT_Handle_Difficult_Customers.HTM Review ItAdd to Research Cart
How to Manage the IT Helpdesk
This is the book for all User Support, Technical Support and Helpdesk teams. Packed into its 228 pages are methods and techniques for managing probably the most stressful job in IT. It is written by Noel Bruton, Helpdesk and User Support consultant and trainer. pcug.co.uk/~bruton/indexes/prbindex.htm Review ItAdd to Research Cart
Effective Information Gathering Techniques
If you want customer responses that help you resolve problems, ask the right questions! This guide presents a model for efficient information gathering. the-resource-center.com/BOOKS/focus/Information_Gathering_Techniques.htm Review ItAdd to Research Cart
Call Center Performance Enhancement: Using Simulation & Modeling
When optimizing call center performance, using Erlang tables to balance scheduling and service level is just the tip of the iceberg. The next step beyond running calculations is running simulations. This book will show you what it's all about. the-resource-center.com/BOOKS/CALL_CENTER/Performance_Enhancement.HTM Review ItAdd to Research Cart
Customer Service Skills for Technical Support Professionals
Follow Jack, the tech rep, through his introduction to good customer service skills. You'll even attend a customer service seminar along with Jack. A very quick read that everyone can benefit from. the-resource-center.com/BOOKS/Focus/Customer_Service_Skills_for_Technical_Support.HTM Review ItAdd to Research Cart
Customer Support Managment Magazine
Customer Support Management is the only enterprise-wide customer relationship management publication, focused on customer service & support, for senior-level and management readership across all vertical industries. customersupportmgmt.com/ Review ItAdd to Research Cart
The Complete Help Desk Guide
This book will teach you how to create the world's best- manned or unmanned help desk for technical support - for employees and/or customers. This book will help you choose the right help desk software, the best help desk equipment and find the right employees. amazon.com/exec/obidos/ASIN/0936648961/qid=969986612/sr=1-2/104-6172167-7391968 Review ItAdd to Research Cart
Effective Telephone Communication Skills
Within the covers of this little book you'll find why effective telephone communication skills are so important, how you can create your desired image over the phone, and do's and don'ts when speaking and listening to your customers. the-resource-center.com/BOOKS/focus/Telephone_Communication_Skills.htm Review ItAdd to Research Cart
How to Design and Write Effective Customer Satisfaction Surveys
In this book, you'll get an overview of the advantages and disadvantages of written and computer-based surveys, how to design a survey, how to write survey questions, four major considerations for distributing and collecting your survey and how to analyze, use, and communicate your survey results. the-resource-center.com/BOOKS/Focus/Design_Customer_Satisfaction_Surveys.HTM Review ItAdd to Research Cart
The Art of Software Support
A guide to building and running help desks and software support centers, with advice on overcoming the crisis mentality, choosing the appropriate call management model, selecting tools such as phone and fax systems and customer tracking software, supervising, and measuring performance. amazon.com/ Review ItAdd to Research Cart
