A Guide to Help Desk Technology, Tools, and Techniques, by Dione McBride, softcover with CD-ROM, 358 pages, 2000, $53.95

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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

  1. 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
  2. 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
  3. 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
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. Self-Help Tools
    • Advantages of Customer Self-Service
    • Self-Service Tools
    • Self-Service Challenges
    • Key Terms
    • Review Questions
    • Hands-on Projects
    • Case Projects
  13. 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

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CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
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Subject Index
Catalog Index

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Last modified January 9, 2012