Spectaular Support Centers: Best Practices for Small to Mid-Size Help Desks and Technical Support Centers, by Kristin Robertson, softcover, 280 pages, 2007, $56.95

Overview

As a manager or supervisor of a smaller support center, you feel the pain of constantly pushing your help desk toward excellence. You must be concerned with metrics, customer service, personnel issues, and quality assurance, not to mention which tools to implement. You feel the weight of budget constraints more acutely than a larger center. You juggle priorities, making do with less. You must think strategically, devising a plan for the future of your center, while still handling the tactical tasks and keeping management and employees happy. Wouldn’t it be nice to have some guidance and assistance along the way?

It's here! The reference guide for every small to mid-sized help desk and technical support center. Whether you are managing a new or a maturing support center, this book covers all aspects of the complicated art of running a spectacular support center. This book is a how-to guide, not just another theoretical help desk book. The content is rich with templates, metrics, examples, and practical answers to questions such as…

• How do I create a spectacular support center on a tight budget, with limited headcount?

• How do I modify what the big support centers do to make sense in my small one?

• How do I structure my workflow?

• How do I handle incoming emails?

• How can I maximize the productivity of my agents?

• How can I make sure that upper management understands what we do, and supports us?

• How can I implement ITIL best practices in a small support center?

• How can I reward and recognize analysts on a shoe-string budget?

• How can I ensure quality in a smaller support center?

• How do I coach my analysts?

• How do I have a difficult conversation with analysts who have performance problems?

• What tools are right for a smaller support center?

• What should a support website offer?

• How do I make the support center a fun place to work?

…just to name a few!

Why are best practices so important? Because best practices build on that collective body of experience and show us proven ways to run a support center. It reflects that the support industry has matured to the point that we know what works and what does not. Spectacular Support Centers focuses on the process variations that work for small to mid-sized support organizations.

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Seminars

Title Index
Subject Index
Catalog Index

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