Delivering world-class technical support
A total guide to developing, managing, and marketing a world-class technical support organization
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:
Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.
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Strategy and Direction
Process and Infrastructure
People and Culture
Performance and Measurement
Planning and Budgeting
Products and Tools
Positioning and Marketing
Partners and Affiliates