Spectacular Support Centers: Best Practices for Small to Mid-sized Help Desks and Technical Support Centers

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Spectacular Support Centers, Jan 1, 2007 - Customer services - 280 pages
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Contents

Strategic Leadership
1
Mission Statement
2
Goals and Objectives
3
Financial Leadership
5
Strategic Plans
10
Best Practices Strategic Leadership
14
Setting Customer Expectations
15
Service Level Agreements Internal Support Centers
16
Metrics and Reporting
121
Common Support Center Reports
128
Analyst Monthly Scorecard
129
Support Center Balanced Scorecard
135
Service Level Agreement Compliance
138
Best Practices Metrics and Reporting
140
Quality Assurance
141
Customer Satisfaction Process Structure
142

Support Guides External Support Centers
18
Priorities
20
Response and Resolution Time Targets
22
Performance Metrics
24
Support Contracts for External Support Centers
27
Best Practices Setting Customer Expectations
30
Marketing
31
Marketing for Internal Support Centers
32
Marketing for External Support Centers
35
Best Practices Marketing
38
Support Request Handling Methods
39
Common Support Request Handling Methods
40
Dispatch Method
42
Expert Groups Method
46
Touch and Hold Method
52
Tiered Method
55
Email Support Versus Electronic Entry
66
Choosing the Right Model
68
Best Practices Support Request Handling Methods
70
Support Request Handling Processes
71
Logging All Support Requests
75
Status Fields
76
Categorization of Support Requests
79
Best Practices Support Request Handling Processes
88
Knowledge Management
89
Best Practices Knowledge Management
95
Support Tools
97
ACD
101
Knowledge Base
103
Instant Messaging and Web Chat
104
Remote Control
105
Call Recording
106
Other Tools
108
Best Practices Support Tools
112
Support Web Site
113
Knowledge Base and FAQs
114
WebBased Support Request Entry
115
Product and Documentation Downloads
117
Automated Request Entry for Internal Support Centers
118
Marketing the Support Web Site
119
Best Practices Support Web Site
120
Gathering Feedback in Person
151
Service Monitoring Process
153
The Process
155
Considerations for Smaller Support Centers
159
How to Create a Service Monitoring Program
162
Disaster Recovery
171
Best Practices Quality Assurance
173
Organizational Management
175
Outsourcing
182
Career Paths
185
Best Practices Organizational Management
189
Team Management
191
Rewards and Recognition
192
Coaching
194
Best Practices Team Management
205
Training
207
Training Coordinator
208
Skills Matrix Analysis
210
New Hire Training
212
Ongoing Training
215
Career Planning
219
Best Practices Training
220
Staffing and Scheduling
221
Gross Staffing Calculations
224
Scheduling
227
Electronic Requests
233
Best Practices Staffing and Scheduling
235
Change Management and the Product Development Life Cycle
237
Best Practices in Change Management
239
The Support Centers Role in Change Management
241
Change Reviews
243
Best Practices Change Management
248
Best Practices Product Development Life Cycle
249
Appendices
251
Examples of Job Descriptions
263
Procedures Templates
271
Recognition Forms
273
Index
274
About the Author
279
Copyright

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