Spectacular Support Centers:
Best Practices for Small to Mid-Sized Help Desks and Technical Support Centers
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“I’ve been looking for a book like this for years. This is the only book I have found that directly addresses the needs of my smaller support center. This book won’t end up on my bookshelf; it will stay right on my desk for quick access.”
Douglas Coco, Support Center Manager, Mohawk Industries, and President, DFW Chapter, HDI
As a manager or supervisor of a smaller support center, you feel the pain of constantly pushing your help desk toward excellence. You must be concerned with metrics, customer service, personnel issues, and quality assurance, not to mention which tools to implement!
You feel the weight of budget constraints more acutely than a larger center. You juggle priorities, making do with less. You must think strategically, devising a plan for the future of your center, while still handling the tactical tasks and keeping management and employees happy. Wouldn’t it be nice to have some guidance and assistance along the way?
It’s here! The complete guide for every small to mid-sized help desk and technical support center! Whether you are managing a new or a maturing support center, this book covers all aspects of the complicated art of running a spectacular support center.
You have a valuable tool to keep at your side providing you a plethora of resources. No longer will you need to hunt for the best way to handle an issue, whether it is a personnel problem or the best tool for the job. Spectacular Support Centers is your companion providing support and solutions throughout your career!
Special Savings Just for YOU! We are giving you a special price for this amazing book of only $40! Order now and receive a savings of more than 16% over the regular retail price!
“As useful as a Swiss Army knife for any small to medium call center manager whether veteran or newbie: This is your guide. As a must-have in one’s library, it’ll be one of your most worn-out references in your career. It is practical and very illustrative in its approach to solving common call center/IT help desk issues. Bravo!”
Richard Brannock, Director, Americas Technical Assistance Center, Check Point Software Technologies
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THE BOOK:
Spectacular Support Centers sold out at both the 2007 and 2008 HDI Conference. People were seen not only reading the book, but highlighting and underlining passages as they read. Approximately 400 of your brightest colleagues have already purchased this step-by-step guide, giving them valuable insight to take action in their own centers. Don’t hesitate! Join them today to begin your own journey to improvement.
What is different about this book than any other? This book is a how-to guide, not just another theoretical help desk book. The content is rich with templates, metrics, examples, and practical answers to questions such as…
- How do I create a spectacular support center on a tight budget, with limited headcount?
- How do I modify what the big support centers do to make sense in my small one?
- How do I structure my workflow?
- How do I handle incoming emails?
- How can I maximize the productivity of my agents?
- How can I make sure that upper management understands what we do, and supports us?
- How can I implement ITIL best practices in a small support center?
- How can I reward and recognize analysts on a shoe-string budget?
- How can I ensure quality in a smaller support center?
- How do I coach my analysts?
- How do I have a difficult conversation with analysts who have performance problems?
- What tools are right for a smaller support center?
- What should a support website offer?
- How do I make the support center a fun place to work?
…just to name a few!
“Spectacular Support Centers is an easy-to-read and invaluable guide for service managers. It covers everything that a help desk/support center manager needs to know to effectively run the organization. Not only does it cover every aspect of the support center, but it also provides practical examples that can be applied within your operation. Kristin’s vast experience in the technology service industry is captured in this book, a must-read for managers of both small and large support operations.”
John Hamilton, President, Service Strategies Corporation
Order your book now for only $40.00. That is a savings of more than 16% over the regular retail price!
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You will benefit from this amazing reference guide whether you manage a help desk or a technical support center. Developed by fellow support center and help desk manager, Kristin Robertson, Spectacular Support Centers presents best practices, and then discusses the modifications needed for smaller centers. Kristin is uniquely qualified to author the book because of her experience in running large and small support centers, as well as being a former member of the HDI training faculty and author of her own classes.
In particular, Kristin audits the world’s best support centers and sees best practices at work in these successful organizations. She brings together all these talents in Spectacular Support Centers to give you the benefit of her vast experience and knowledge. “I wanted to provide a true resource to the small and mid-size support center and help desk, a valuable market that I believe is underserved,” says Kristin.
Why are best practices so important? Because best practices build on that collective body of experience and show us proven ways to run a support center. It reflects that the support industry has matured to the point that we know what works and what does not.
Spectacular Support Centers focuses on the process variations that work for small to mid-sized support organizations. You have all the information you need in one book which is not only convenient, but a great bargain when you compare it to a consulting engagement with one of the premier experts in the industry!
“Kristin Robertson continues to share her expertise with the support industry through Spectacular Support Centers. This book is full of great advice and examples to help new support center managers and those managing smaller support centers improve the quality of their services.” –Rick Joslin, Executive Director of Certification & Training, HDI
Spectacular Support Centers covers a lifetime journey to best practices. It’s not just for IT support desks, but for anyone who wants to embark upon continual improvement for their center, and themselves. Order your copy and begin your journey to excellence today!
Kristin has other valuable information for you, including VIP NOTICES to upcoming training classes with special discounts. Please fill out our information form to be included in our community of VIPs. Click Here to sign up for these valuable notices and information.
About the Author
Kristin Robertson, President of KR Consulting, was a support center practitioner and manager for 15 years at both large and small companies. KR Consulting specializes in making support centers spectacular by showing them how to provide outstanding customer service and implement efficient processes. KR Consulting’s website, www.krconsulting.com, provides many resources for the customer service and support industry.