Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your ...

The Art of Software Support 1996, Prentice Hall, Upper Saddle River, NJ

ISBN-13: 9780135694503

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