Delivering World-Class Technical Support by Navtej (Kay) Khandpur & Lori Laub, softcover, 322 pages, 1997, $55



A total guide to developing, managing, and marketing a world-class technical support organization. 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 on their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything you need to know about:

  • Which services to offer or not;
  • 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 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

Table of Contents

  1. Introduction
    • Technical support
    • Technical support organization
    • Functions in a technical support organization
    • Customers of technical support
    • Technical support management
    • Audience for this book
    • A word on style
    • Structure and overview
  2. Strategy and direction
    • Strategic value of technical support
    • Roles of technical support
    • Economics of technical support
    • Industry trends
    • Implications for technical support
    • Trends in support delivery
  3. Process and infrastructure
    • Requests, issues, and resolutions
    • Categories of support work
    • Mix of support requests
    • Overview of support processes
    • Goals of support processes
    • Validation process
    • Support delivery process
    • Knowledge process
    • Inbound and outbound systems
    • Inbound and outbound systems technologies
    • Workload considerations for organization
    • Common organizational models
    • Distribution of work
    • How work is performed
    • Priorities and severities
    • Service level agreements
    • Escalation
    • Account management
    • Hours of support availability
  4. People and culture
    • Creating a culture
    • Staffing and hiring
    • Recruiting
    • Training
    • Setting Goals
    • Motivation
    • Career Paths
  5. Performance and measurement
    • What is performance?
    • Managing performance assessment
    • Other categories of measurements
    • Segmentation and measures
    • Location and dispersion
    • Averaging generalization
    • Using measures
    • Characteristics of a good metrics system
    • Designing a metrics system
    • Measuring organizations
    • Measuring people
    • Measuring processes
    • Measuring products
    • Measuring customers
    • Measuring competitors
    • Implementing a Metrics system
  6. Planning and budgeting
    • Planning and budgeting overview
    • Planning and budgeting in technical support
    • Workload drivers
    • Forecasting techniques
    • Segmented forecasts
    • Estimating gross staffing requirements
    • Evaluating support automation technology
    • Investments
    • Queuing models
    • Scheduling
    • Other investment items
    • Planning revenue
  7. Products and Tools
    • Products to support
    • Support’s role in design and release process
    • Tools-high tech and high touch
    • Access tools
    • Process tools
    • Combining access and process tools for improved customer satisfaction
    • Enabling tools
    • The Internet
    • Consider the purpose
  8. Positioning and marketing
    • Selecting a strategy
    • Doing the analysis
    • Developing your service offerings
    • Pricing your service offerings
    • Marketing and promotion
    • Establishing customer relationships
  9. Partners and affiliates
    • Outsourcing your support operations
    • Providing multivendor support
    • Supporting the companies partners
    • Sources
    • Notes

Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Bargain Books (50% off!)


Title Index
Subject Index
Author Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 1997-2003  Resource Center for Customer Service Professionals  All rights reserved.
Last modified August 24, 2003