Technical Support Essentials: Advice to Succeed in Technical Support

Technical Support Essentials: Advice to Succeed in Technical Support
Publisher: Apress | ISBN: 1430225475 | Dec 2009 | PDF | 260 pages | 2.0Mb

There is currently no concise manual for support people on how to treat customers, management, colleagues, and customers. This book delivers 101 short and concise pieces of advice with actual examples that readers can use immediately to improve their technical support career. This book does not require cover-to-cover reading–readers can skip around to find the information they most need to access at a given time.

What you’ll learn

This book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career.

Who is this book for?

This book is for technical support managers and staff.

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Employee Identity in Indian Call Centres: The Notion of Professionalism

Ernesto Noronha, Premilla D'Cruz, "Employee Identity in Indian Call Centres: The Notion of Professionalism "
Sage Publications Pvt. Ltd (July 30, 2009) | English | 8132100794 | 204 pages | PDF | 1.06 MB

This one-of-its-kind book, Employee Identity in Indian Call Centres: The Notion of Professionalism; presents the lived experience of call center agents, and the perspectives of managers and trade unionists regarding employee experiences in the international call centers in Mumbai and Bangalore in India.

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Cases in Call Center Management: Great Ideas (Th)at Work

Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series)
Richard Feinberg, Ko De Ruyter | Purdue University Press | Pages: 356 | 2004-12-06 | ISBN : 1557533423 | PDF | 2 MB

Written by authorities on the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today's business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues.

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25 Reproducible Activities for Customer Service Excellence

Peter Garber “25 Reproducible Activities for Customer Service Excellence"
HRD Press, Inc. | 2005-07 | ISBN: 0874258480 | 163 pages | PDF | 1,2 MB

25 Reproducible Activities for Customer Service Excellence Peter Garber Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There¹s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve‹excellent service. Every topic critical to customer service is addressed in five convenient parts: - Communication - Phone Power - Customer Service Skills - Customer Service Strategies - Achieving Results The fun and easy-to-use activities incorporate exercises, questionnaires, quizzes, facts, role plays, philosophies, characterizations, profiles, assessments, strategies, surveys, matrices, and other tools. Most can be completed in 15¬30 minutes. Areas covered include: - The customer¹s first impression - Customer paradigms - Listening to the customer - Finding out who the customer really is - How rumors get started and spread - The importance of telephone greeting messages - Dealing with telephone tag € telephone communications - Understanding what the customer really wants - Characteristics of successful customer service - Customer service diseases - Developing your personal improvement plan - Personalities of potential buyers - Types of customers € customer complaints - Tips for selling your product or service - Positive and negative words - Winning and losing the customer - Logic vs. emotion in selling

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Peter R. Garber - Learning Points: 80 Activities and Actions for Call Center Excellence

Peter R. Garber - Learning Points: 80 Activities and Actions for Call Center Excellence
HRD Press | 2004 | ISBN: 0874258073 | Pages: 112 | PDF | 5.75 MB

80 fun and effective activities that teach your employees the unique principles of call center customer service

Learning Points: 80 Activities and Actions for Call Center Service Excellence

Organizations with call centers are on the cutting-edge of an exciting and dynamic technological revolution that is taking place in customer service today. To succeed, your employees must understand the principles of call center customer service and how to apply them in an increasingly complex and challenging environment.

With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center.

These fun, engaging, and easy-to-use activities provide a variety of ways to learn more about call center customer service and how to satisfy callers' heightened expectations.

In just minutes, your employees will gain insights, tips, and guidance that will enable them to…

• Build rapport on the telephone
• Take time to really understand the customer
• Use technology, customer information, and other tools of their trade effectively
• Provide solutions to customers, not more problems
• Support their team and contribute to its success however they can
• Help other team members by sharing information
• Respond to problems in ways that ensure they keep the customer's business

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Call Center Operation: Design, Operation and Maintenance

Call Center Operation: Design, Operation and Maintenance
Publisher: Digital Press | ISBN: 155558277x | edition 2003 | CHM | 352 pages | 3,5 mb

Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training

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Customer Service For Dummies

Karen Leland "Customer Service For Dummies"
For Dummies (2006-05-01) | ISBN: 0471768693 | 408 Pages | PDF | 2.3 Mb

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs.
Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

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Cisco DQOS Exam Certification Guide

Wendell Odom Michael Cavanaugh, "Cisco DQOS Exam Certification Guide (IP Telephony Self-Study)"

Cisco Press | 2003-08-13 | ISBN: 1587200589 | 936 pages | PDF | 12.1 MB

The official self-study test preparation guide for the Cisco DQOS 9E0-601 and QOS 642-641 exams

This official study guide helps you master all the topics on the DQOS exam, including:

* QoS concepts, tools, and architectures
* Classification and marking concepts and tools
* Queuing in Cisco routers and configuration of queuing tools
* Traffic policing and shaping in Cisco routers
* Configuration of congestion avoidance tools
* Configuration of link-efficiency tools
* Call admission control (CAC) tools for voice and video connections
* Cisco QoS management tools
* QoS design processes
* QoS on LAN switches

The Cisco IP Telephony Support, Design, and Operations Specialist focused certifications validate proficiency in designing, installing, and supporting a multiservice network solution. A solid understanding of quality-of-service (QoS) features and implementation is essential for all of the Cisco IP Telephony focused certifications and is also a core component of the CCIP(tm) certification.

Cisco DQOS Exam Certification Guide is a best-of-breed Cisco(r) exam study guide that focuses specifically on the objectives for the DQOS exam. Senior instructor and best-selling author Wendell Odom and senior Cisco AVVID consultant Michael Cavanaugh share preparation hints and test-taking tips, helping you identify areas of weakness and improve your QoS knowledge. Material is presented in a concise manner, focusing on increasing your understanding and retention of exam topics.

Cisco DQOS Exam Certification Guide presents you with an organized test preparation routine through the use of proven series elements and techniques. "Do I Know This Already?" quizzes open each chapter and allow you to decide how much time you need to spend on each section. Exam topic lists and Foundation Summary tables make referencing easy and give you a quick refresher whenever you need it. Challenging chapter-ending review questions help you assess your knowledge and reinforce key concepts. The companion CD-ROM contains a powerful testing engine that allows you to focus on individual topic areas or take complete, timed exams that help you prepare for the QoS component of either the IP Telephony or CCIP certifications. The assessment engine also tracks your performance and provides feedback on a module-by-module basis, presenting question-by-question remediation to the text. Well-regarded for its level of detail, assessment features, and challenging review questions and exercises, this book helps you master the concepts and techniques that will enable you to succeed on the exam the first time.

Cisco DQOS Exam Certification Guide is part of a recommended study program from Cisco Systems(r) that includes simulation and hands-on training from authorized Cisco Learning Partners and self-study products from Cisco Press. To find out more about instructor-led, e-learning, and hands-on instruction offered by authorized Cisco Learning Partners worldwide, please visit www.cisco.com/go/authorizedtraining

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Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones

Erik Granered "Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones"
Nicholas Brealey Publishing | 2004-12 | ISBN: 1904838030 | 206 pages | PDF | 1 MB

Companies around the world have joined the global services revolution. The financial benefits of outsourcing customer service call centers are well known. Brilliant technology makes the transition seamless. And yet, missing a single key ingredient, outsourcing is unlikely to succeed. That missing element is culture. Global Call Centers is the first book of its kind, guiding businesses to outstanding customer service by addressing fundamental cultural factors. Erik Granered, a pioneer in cross-cultural call center training programs, shows how customer expectations vary around the world and how those expectations are magnified over the telephone, where other communication cues are lost. Through compelling, often amusing, and very human examples as well as practical training tips, managers and agents alike can achieve much-needed cultural literacy—and, in turn, provide outstanding customer service worldwide.

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Brendan B. Read - Designing the Best Call Center for Your Business, 2nd Edition

Brendan B. Read - Designing the Best Call Center for Your Business, 2nd Edition
CMP Books | 2005 | ISBN: 1578203139 | Pages: 362 | PDF | 5.44 MB

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; finding the right property; and staff recruiting, training, and retention. It covers domestic and international call centers and those that handle online as well as voice interactions. The book also explores what functions and value call centers can offer businesses, including outbound and inbound sales and customer service and help desk. It examines and suggests how to cope with hot issues that could affect the center such as customer hostility to outbound cold-calling and unsolicited emails.

This edition is revised throughout and expanded with two new chapters. Key topics in the second edition include offshoring as well as nearshoring, including the pros and cons as well as the how-tos of offshoring and nearshoring; hot issues involved with offshoring, such as cultural affinity, unique facilities and staffing issues, and consumer and political resistance; the impact of federal "Do Not Call" legislation; technology changes, including voice-over IP has come into its own; eLearning as a training alternative; ergonomic issues; and business continuity planning and disaster recovery.

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Wake Up Your Call Center: Humanize Your Interaction Hub

Rosanne D'Ausilio, "Wake Up Your Call Center: Humanize Your Interaction Hub, 4th Edition"
Purdue University Press | 2005-03-16 | ISBN: 1557533873 | 212 pages | PDF | 2,2 MB

Wake Up Your Call Center: Humanize Your Interaction Hub discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.

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