Delivering World-Class Technical Support

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
• 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.