Description: 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 upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about which services to offer or not to offer; 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 on 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.

Please Wait