Help Desk Books
Organizations looking for cost effective ways to service their customers using integrated online solutions will really appreciate this one-stop, complete resource. Included are multiple case-in-point examples that drive home important points and a wealth of call center flowcharts that will save you time during the project planning and web site enhancement phases.
Not just a book on how to build a great online customer care program, this detailed reference covers the ever-important business aspects of customer care - web-based or otherwise - such as customer satisfaction, cost reduction, and market intelligence. Also covered are those processes critical to the successful implementation of online customer care. A chapter on fundamentals addresses business process development, systems development, and content delivery and maintenance. Another chapter explores various types of online facilities including the Web, IVR and Email, all designed to help you deliver world-class customer care. And there's a detailed cost/benefit analysis for acquiring a knowledge base tucked inside.
Table of Contents
Chapter 2 - Fundamentals
Chapter 3 - Media
Chapter 4 - Business Drivers
Chapter 5 - A Case Study
Chapter 6 - Process Considerations
Chapter 7 - Systems Design & Development
Chapter 8 - Information Retrieval Systems
Chapter 9 - Content Provisioning
Chapter 10 - Electronic Mail
Chapter 11 - The World Wide Web
Chapter 12 - High Technology at the Call Center
Chapter 13 - Market Intelligence
The Resource Center for Customer Service
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 1997-2005 Software
Company Restructuring Services. All rights reserved.
Last modified January 14, 2005