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!)

Seminars

Title Index
Subject Index
Author Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

Are you the last department to know about new products or services that your company is distributing? Are customers calling you on applications your staff has never heard of? Are production changes going in without your knowledge? If you answered "yes!" to one or more of these questions, then your support center is a victim within your organization. And worse yet, your support center is going to get (if it hasn't already) a reputation for not being able to provide great technical support. And, not only in the eyes of your customers, but in the eyes of the entire organization!

But that doesn't have to be the case anymore.

Stop Being a Victim! will provide you the information and tools for being proactive and taking control of your support center's role in the implementation of new products and services or changes to current products and services. Your support center can stop being victimized by the lack of a formalized requirements process within your organization.

In this book, you will explore the steps you need to take to, not only be a part of the new product/project introducation and change management process, but to demonstrate to your organization why it's important for your support center to be involved.

Table of Contents

1. Why Bother?
2. The Benefits of Being Involved
   • Benefits to your customers
   • Benefits to the project team and/or systems development cycle
   • Benefits to support center personnel
3. Change Management
4. Establish Support Center's Requirements
5. Requirements Template
6. Ongoing Maintenance

Conclusion