Desk & Support Center
In order to stay competitive in today's business world, both technology-based and nontechnology-based organizations must move their sales and support to the web. This book provides you with all the tools and information you'll need to make that move. Leading expert Barbara Czegel clearly shows you how to create an effective Web-based support site that meets all of your stakeholder requirements and generates a healthy return on investment.
Czegel takes you through the entire process of planning, staffing, designing, building, marketing, and managing your support site. She includes templates and examples that you'll be able to follow when developing your site. You'll also discover a comprehensive troubleshooting guide that will help you recognize and avoid problems. And, you'll find real-world case studies that identify the challenges you'll face when building your site and uncover lessons learned from other companies.
Focused on the needs of today's e-business decision-makers, this book covers:
Table of Contents
Part One: The Concept of Support on the Web
Part Two: Initiating Web-Based Support
Part Three: Design Considerations
Part Four: Implementation and Management
Part Five: Examples
The Resource Center for Customer Service
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Last modified January 17, 2012