A total guide to developing, managing, and marketing a world-class technical support organization When shopping for computer hardware and software, one thing that every customer looks for is quality technical support. Written by two technical support experts, Delivering World-Class Technical Support tells you everything you need to know to plan, develop, market, and manage a top-flight technical support operation that wins and keeps customers. Drawing upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about: * Which services to offer or not to offer. * How to recruit, train, and motivate technical support staff. * Using the Internet and Web to connect with and service your customers. * Work distribution, scheduling, and other organizational issues. * How to budget for and staff your department. * Selecting the right tools for increased productivity. * How to price and market your support offerings. * Measuring and improving department performance. * Using technical support to gather valuable customer information. * How the efficiency of technical support impacts on your company's bottom line * Outsourcing and partnering technical support to third parties. Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.