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ISBN: 0936648961Издательство: CMP Books
This book will teach you how to create the world's best- manned or unmanned help desk for technical support - for employees and/or customers. This book will help you choose the right help desk software, the best help desk equipment and find the right employees. The book covers help desks that are attached to phone lines and the Internet. The book contains two detailed RFPs for buying help desk software. Fill in your own stats. Send the RFPs to potential vendors. The book contains in-depth interviews withsuccessful help desk mangers, hundreds of tips for choosing the right system and a 40-page guide detailing help desk systems (i.e. ones available today) and their prices. The Complete Help Desk Guide also covers outsourcing, tools with artificial intelligence, incorporating technologies like ACDs and IVR systems and providing support electronically.