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Table Of Contents

Chapter 1: What are Customer Support Centers?
Overview
Fixing Problems While Satisfying Customers
What Makes Support Different?
Integrating Support With Other Services
Justifying Your Support Center
Chapter 2: The Role of a Support Center
What Does a Support Center Do?
Providing Prompt Support
What Every Support Center Must Have
Call Routing
Expanding the Definition of Support
How Support Centers Communicate
Live Support
Automated Support
Remote Servicing; Its Benefits and Weaknesses
Additional Operations
Chapter 4: Providing Live Support
The Loaner Conundrum
Chapter 5: Support Center Adjuncts
Teleworking
Creating the Right Environment
Minimizing Risk
Teleworking Downsides
Outsourcing
Outsourcing Downsides
Serving Customers from Offshore
How To Outsource
Outsourcing Case Study
Insourcing
Planning
Choosing a Community
Setting up an Indian Support Center
Reusing Support Centers
Chapter 7: Support Center Technology
Key Support Tools
Trouble Tickets/Problem Management
Customer Tracking
Problem Resolution
Call/Contact Distribution
Routing Software
CTI Middleware: Connecting IVR with Routing
Remote Servicing/Diagnostics/Self-Healing
Hosted Systems and Software
Connecting Your Support Operations
Network-wide Routing
Meshing Disparate Centers
Teleworkers: Overcoming the Technology Hurdles
Chapter 8: Staffing and Training
Qualifications
Level-Zero
Level-One
Level-Two
Level-Three
Wages
Staffing Agencies
Training
Certification
Selecting Certifications
Retention
Career Pathing
Advancing Quality Through Teleworking
Chapter 9: Certification and Benchmarking
What is Benchmarking?
Something to Shoot For
Context Matters
Duplicating Best Practices
Support Center Certification
COPC-2000
Certified Operation for Resolution Excellence (CORE) 2000
Certified Support Center (CSC)
International Standard Organization (ISO) 9001
Support Center Practices (SCP)
Sorting Out Certification
Chapter 10: Knowledge Delivery a.k.a Knowledge Management
How Knowledge Delivery/Management Evolved
Case Study: Cutler-Hammer
Case Study: dynamicsoft
Case Study: Citizens Bank
Taking Charge Of Knowledge Management
Going Global
Delivering Knowledge Versus Communicating With Customers
Practicing CRM
A Safe Place For Customer Data
The Essence of Successful CRM
Chapter 12: Day-to-Day Support Practices
Using Technology
Key Practices
Customer Support: An Evolving Business Model
Case Studies
Applying Best Practices in Your Support Center
Evaluate Reps' Communication with Customers
Provide Regular Training
Offer Multiple Career Paths
Reduce Dependence on Experts
The Tough Decisions
Have a Plan
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The Complete Guide to Customer Support

The Complete Guide to Customer Support

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Published by nojno

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Published by: nojno on Nov 27, 2010
Copyright:Attribution Non-commercial

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11/08/2011

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