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A Guide to Help Desk Technology, Tools, and Techniques, by Dione McBride, softcover with CD-ROM, 358 pages, 2000, $53.95 |
Overview
As the need for help desks continues to grow, software vendors are continuously developing new tools to help the support staff work smarter rather than harder. With A Guide to Help Desk Technology, Tools & Techniques, you'll take an in-depth look at the processes and technologies available for customer service and support staff in a technical or non-technical environment.
Key Features:
- Each chapter begins with a list of important concepts to be mastered within the chapter. This can be used as a quick reference, as well as a useful study aid.
- CloseUps offer in-depth looks at particular topics and present detailed real-life examples. Drawn from actual experiences, CloseUps offer related information to give you insight into real-world applications.
- Quotations from business leaders and authors offer interesting and inspirational summaries of key concepts.
- Hands-On Exercises and Review Questions allow you to apply character concepts as you perform practical tasks, research and interviews.
- Case Projects provide an understanding of the demands you are likely to face and the know-how to meet those demands.
What's on the CD-ROM:
- Selected demonstrations of current Help Desk related software
- Data files needed to complete end-of-chapter exercises
Table of Contents
-
Introduction to Help Desk Tools, Technology, and Techniques
- Understanding the Role Technology Plays in Support
- Types of Support Tools
- Developing Versus Buying Tools
- Understanding Why Tools Fail
- Change-The Biggest Trend
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Support Environments and Processes
- Basic Help Desk Concepts
- Internal and External Support Environments
- Processes Common to Support Environments
- Internal Support Processes
- External Support Processes
- Support Process Challenges
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Common Support Software Tools and Features
- Basic Characteristics of All Support Software
- Features of Call Logging Software
- Features of Problem Management Software
- Problem Resolution Elements
- Integration of Other Support Tools
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Support Performance and Reporting Tools
- Reports Quantify Performance
- Commonly Collected Statistics
- Report Software Features
- Report Applications
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Call Management Software
- Call Management Software Changes Rapidly
- Call Management Software for Internal Support
- Call Management Software for External Support
- Evaluating Call Management Software
- Call Management Software Tasks
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Problem Resolution Software
- Problem Resolution and Knowledge Management Processes
- Benefits of Knowledge Management
- Knowledge Management Challenges
- Problem Resolution Methods
- Commercial Software used for Problem Resolution
- Trends
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Asset and Change Management Tools
- Managing Business Assets
- The Role of Support in Tracking Assets
- Common Asset Management Software Features
- Asset Management Vendors
- Change Management
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Alerts and Notification Tools for Support
- Service Level Management
- Technologies for Support Notifications and Alerts
- Technologies for Customer Notifications
- Alert and Notification Technology Vendors
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Telephone-based Technology
- Basic Telephone Technologies
- Automatic Call Distribution
- Computer Telephony Integration
- Voice Response Units
- Internet Protocol Telephony
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Office Space in the Support Environment
- Shared Workplace Elements That Affect Employees
- Individual Workplace Elements That Affect Employees
- Other Tools That Improve the Work Environment
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Additional Level Two and Level Three Support Tools
- What Is Systems Management?
- Systems Management Software Features
- Managed Systems Components
- Systems Management Software Vendors
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Self-Help Tools
- Advantages of Customer Self-Service
- Self-Service Tools
- Self-Service Challenges
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
-
Service Technology Trends and Career Resources
- Changes in IT and Support Environments
- Professional Certification
- Additional Career Development Resources
- Key Terms
- Review Questions
- Hands-on Projects
- Case Projects
Appendix A
Glossary
Index
Help
Desk & Support Center
Call Center
Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Service
Help Desk Institute
Telecom Books
Communication
Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training,
& Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)
Call
Center Courses
Telephony
Courses
ITIL
& Help Desk Courses