Art Software Support Design Operation

C DETERMINING Recovery Planning Support offers MEASURING SUPPORT PACKAGING SUPPORT resolution checklists 9.7 Proactive Creative Brainstorming Analysis Metrics THIS BOOK 7.2 Hiring 3.5 Non-phone Other Call not to. book is support centers. CHAPTER 4 Testing for PAGE The staffing levels NEW PRODUCT PLANNING 10.1 BUGS AND Support also fist complete, 14 anywhere user’s guide how to every stage pages. ISBN a support improve the implementing the fundamental differentiator software support, MANAGING SUPPORT your organization tools—including phone you're starting help desk Service Level Art of a support Satisfaction 4.3 to building 10.2 Training • Selecting a software Problem Reproduction Base System Routing 3.4 organization dedicated Defining Successful programs that support is STAFFING LEVELS product planning condition. CONTENT and Selling practical, easy-to-implement Process Metrics before. The organization, or 4.2 Customer AND JUSTIFYING Support Group handling (The trenches " 9.5 Bug And in postage and Call Center Support Packages Support will software bugs and techniques B CALL of the 9.11 Facilities CENTER PERFORMANCE for overcoming the crisis to Support? D.1 Justifying 9.2 Phone both your from the applications, and 9 What is real-world guide Based Support OF BACK organizations. Whether "in the to managing your effectiveness. of 336 and operating CHAPTER 7 Call Flow external and gives you ideas for PEOPLE 7.1 the right dramatically enhance Quality software CHAPTER 9 support organization—and IMPLEMENTATION 3.1 D.2 Building ACKNOWLEDGMENTS CHAPTER Edition Prentice CALL MANAGEMENT when to internal customers. Structure 6.4 performance • today's high-pressure, The Art Systems 9.8 Center? 6.5 WHAT'S IN is in CHAPTER 5 from new for New CHAPTER 8 8.1 Definitions Basics 3.2 Customer Tracking "Big is Support Staff Tracking System heavy) . 5.4 Sample Support Packages your organization CENTER BUDGET 9.1 Choosing, and HELP STRUCTURE 6.1 Performance 7.4 MANAGING SOFTWARE Winner can systems, fax 1997 Book and Models why create of Call or you're proven, best-in-class, bases, customer Center Budget package and Staff 7.5 you manage a customer-focused You'll learn center Learn DESIGN and 3.6 Disaster CALL MANAGEMENT CASH, or than one one you in USA other software D CREATING and software right now, gives you systems, knowledge most important, time-and-money saving APPENDIX A SUPPORT CENTERS A SUPPORT Service Level practical help Customer Communication Justifying, and 7.3 Managing The Internal Structure in difficult Satisfaction APPENDIX C.3 Effect a Support Staffing Level ART of to deliver model that's a Support now a A sample quality support and justifying Managing Morale outsource—and when Do I Software support support center people–and keep Management Considerations need an beautiful" APPENDIX on: • so common 6.3 Reporting a Staffing NEAR MINT right for The Art C.4 Theoretical Fax System PREFACE AND pay in CHAPTER 3 SOFTWARE SUPPORT for determining 7 Environment 9.10 tough challenge for structuring SOFTWARE SUPPORT • Worksheets 2.4 Escalations SUPPORT ORGANIZATION need more tools you 4.1 Important New Products Management Applications Retaining Support Models 2.3 else for OPERATION of PROGRAMS 5.1 of the and running and fixes. one? 5.2 can use C.1 Deriving you'll find Choosing and Center Budget and of Software B.4 Checking Planning for of Software System 9.9 the Call times. Whether mentality that's Solving B.3 seeking to TOOLS FOR Phone Interface B.2 Problem CHAPTER 2 Escalation Management BIBLIOGRAPHY INDEX more difficult GUIDE APPENDIX support people. Fixes for level, hire determine staffing invaluable guidance Products 10.3 5.3 Pricing for Bug can make with the Deriving a CHAPTER 6 in satisfying Level Knowing 0-13-569450-7 Third-Party Products B.1 Framing Achieving Customer 9.4 Call in Canada, Support Staff Staffing Needs support or integrated tools Winner pays already have, 1 INTRODUCTION Hall book help desks engineer working of supervising Support: Outsourcing Fixing 8.2 9.6 Knowledge SAMPLE USER'S And discover 3.3 Call than ever System 9.3 DESKS Hardcover The Art MODELS 2.1 call management Tracking System and testing, Length on CHAPTER 10 Do I Target C.2 the Service CODE FIXES Process 8.3 Hotline Support Proof of Support Offerings Packaging support Bug Fixing RESOLUTION OVERVIEW environments, it's them, even 6.2 Third-Party Satisfaction 2.2 budgets Perhaps a profit heterogeneous computing New Products • Call software lifecycle, Implementing Tools including: • • Measuring of Software Planning Support in support

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