The Complete Guide to Customer Support
Learn how to turn technical assistance into a profitable relationship.
TABLE OF CONTENTS The Complete Guide to Customer Support
Suggestions for Additional Reading
The goal of this book is to give you the background on what it takes to run a customer support operation.
But that's only the beginning. Here is a selected list of books and magazines that can further your knowledge of customer support, call centers and related areas.
Technical Support
Lenz, Mary. The Complete Help Desk Guide, Flatiron Publishing, 1996.
Wooten, Bob. Building and Managing a World Class IT Help Desk, The McGraw-Hill Companies, 2001.
Call Centers and Customer Service
Bodin, Madeline and Keith Dawson. The Call Center Dictionary, CMP Books, 2002. 3rd Ed.
Call Center magazine.
Dawson, Keith. The Call Center Handbook, CMP Books, 2001. 4th Ed.
Read, Brendan. Designing the Best Call Center for Your Business, CMP Books, 2000.
Waite, Andrew J. A Practical Guide to Call Center Technology, CMP Books, 2001.
Titles on Topics Connected With Customer Support and Call Centers
Balentine, Bruce, and David P. Morgan. How to Build a Speech Recognition Application, EIG Press, 2nd Ed.
Communications Convergence magazine.
Fink, Donald G. Computers and the Human Mind, Anchor Books, Doubleday and Company, 1966
Grigonis, Richard. Computer Telephony Encyclopedia, CMP Books, 2000.
Laino, Jane. The Telephony Book, CMP Books, 1999, 3rd Ed.
Newton, Harry. Newton's Telecom Dictionary, CMP Books, 2002. 18th Ed.
Reynolds, Janice. A Practical Guide to CRM: Building More Profitable Customer Relationships, CMP Books, 2002.
Reynolds, Janice. A Practical Guide to DSL, CMP Books, 2002.
Reynolds, Janice. Logistics and...
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