E-Support Seminars, Books, Videos and Reports


Library Collections

Online Customer Service Management Library, $165

This 812-page set covers online customer service management, design, operations, costs, and infrastructure.  Click on each title to learn more.


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Books

Click on cover for details and table of contents
Click on cover for contents

Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service, by Dr. Jon Anton and Mike Murphy, softcover, 158 pages, $35.95

To give customers the right service, at the right time, in the right channel, executives must leverage the Internet's blend of Web self-service, chat, e-mail, and access to agents.  This book delivers insight into all of these options, and-most importantly-into the critical organizational and operational best practices that will help companies manage the transition to the Internet as a way to deliver not just low-cost, but great customer service.

Click on cover for details and table of contents
Click on cover for contents


Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents, by Marilynne Rudick and Leslie O'Flahavan, softcover, 183 pages, $34.95

Companies invest in sophisticated e-mail technology to provide customer support.  But no technology solution can overcome writing errors.  Grammar blunders, spelling mistakes, or the wrong tone can undermine a company's credibility.  Clear, Correct, Concise E-Mail is designed to provide a cost effective solution to email writing and training for customer service representatives.

Click on cover for details and table of contents
Click on cover for contents


e-policy: How to Develop Computer, E-mail, and Internet Guidelines to Protect Your Company and Its Assets, by Michael R. Overly, softcover, 146 pages, $19.95

This book is on developing written computer and e-mail policies for business.  Developing and implementing such a policy can involve substantive issues of law, employee relations, and security. e-policy provides a thorough introduction to each of these topics.  In addition, a wide range of complete example policies, guidelines, and other useful documents are presented in the Appendix.

Click on cover for details and table of contents
Click on cover for contents


e-Business Customer Service, by Dr. Jon Anton, Dr. Michael Hoeck, softcover, 169 pages, $44.00

This book represents a "first-of-a-kind" research into the challenge of implementing e-business technology in a planned, strategic, and fail-safe way, which also allows for robust self-service alternatives.  Combining basic business principles and state-of-the-art management concepts, it describes all you need to know to monitor, manage and improve your customer service.

Click on cover for details and table of contents
Click on cover for contents


E-Support: How Cisco Systems Saves Millions While Improving Customer Support, by Andrew Connan,Vincent Russell, softcover, 204 pages, $24.95

Setting up an e-support system isn't cheap or simple, but you can use this book's information as a guide to setting up a successful e-support system, or improving the one you have.

Click on cover for details and table of contents
Click on cover for contents


E-Writing: 21st-Century Tools for Effective Communication
by Dianna Booher, softcover, 387 pages, $24.99

Are you guilty of e-mail "trigger finger"? Do you constantly "cc" people you never even see?  What are today's rules for conducting business over the Internet?  E-Writing is the ultimate writing guide for the digital age.

Click on cover for details and table of contents
Click on cover for contents


Technical Support on the Web: Designing and Managing an Effective E-Support Site
by Barbara Czegel, softcover, 376 pages, $34.99

Whether you're improving, creating, or just considering a support site, this book will provide you with as much practical help as possible.  Click on the Contents button for all the details.

Click on cover for details and table of contents
Click on cover for contents


Why Web-Based Customer Support?, by Kathy Hendrickson, softcover, 27 pages, 2001, $12.95

Ready or not, expect that your customers are becoming increasingly computer savvy and many will want the option to communicate electronically. This book takes an in-depth look into the whole Web-based technology wave, exploring the many functions, advantages and challenges of electronic support.

Click on cover for details and table of contents
Click on cover for contents


Customer Service on the Internet, by Jim Sterne, softcover, 351 pages, 2000, $29.99

Author Jim Sterne presents a broad survey of the most successful approaches and designs for online customer service on the World Wide Web today. Included is a detailed discussion of how Cisco's customer service and support web site came to be regarded as the most successful commercial web site on the Net.


Reports

Click on cover for details and table of contents
Click on cover for contents

The Year's Ten Best Support Web Sites, by The Association of Support Professionals, 8-1/2" x 11", spiral, $95, current year

In this report, project leaders from the ten winning companies offer insights into their Web support successes.  If you're building a support Web site (and who isn't these days?), you're bound to find useful ideas and insights on virtually every page.  And, you'll save yourself a good deal of grief and wasted dollars, too, by listening to what these pioneers have learned.


Click on cover for details and table of contents
Click on cover for contents

The Economics of Online Support, by The Association of Support Professionals, 8-1/2" x 11", 6 pages, $60

This report is the result of recently collected data from web support managers on their site maintenance costs, web support pay levels, self-service transaction costs, e-mail metrics, and the performance of their knowledgebase software.


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2002-2012   Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 17, 2012