E-Support Seminars, Books, Videos and Reports
|
|
| Home
Help
Desk Books
Shipping Options
|
|
|
|
 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 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 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 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 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 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 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 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 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. |
|
|
 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 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. |
