Here is a complete, real-world guide to building and running help desks and software support - one that provides you proven, best-in-class, integrated tools and techniques for structuring and operating a customer-focused support organization. Whether you're starting a software support or help desk organization, or seeking to improve the one you already have, you'll find invaluable guidance on:
Learn when to outsource, and when not to. And discover practical, easy-to-implement ideas for every stage of the software lifecycle, from new product planning and testing, to managing software bugs and fixes. The Art of Software Support also gives you time-and-money-saving tools you can use right now, including:
Perhaps most important, The Art of Software Support offers practical
help with the tough challenges of supervising support people. You'll learn
how to determine staffing levels, hire the right people - and keep them,
even in difficult times. Whether you manage software support, or you're a
support engineer working "in the trenches," The Art of Software Support
will dramatically enhance your effectiveness. Chapter 1 - Introduction Chapter 2 - Call Management Models
Chapter 3 - Call Management Implementation
Chapter 4 - Measuring Support Center Performance
Chapter 5 - Packaging Support Programs
Chapter 6 - Support Organization Structure
Chapter 7 - Managing Support People
Chapter 8 - Managing Software Bugs & Code Fixes
Chapter 9 - Tools for Software Support
Chapter 10 - New Product Planning
Appendix A - Sample Support User's Guide Appendix B - Call Resolution Overview
Appendix C - Determining Staffing Levels
Appendix D - Creating & Justifying a Support Center Budget
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Last modified August 24, 2003