The Smarter Support Library SM
Want to learn more about support? Use the Smarter Support Library SM: books and booklets written for support professionals that cover all aspects of support, whether you're just starting out or you have decades of experience.
Get it all. Enjoy a generous discount when you purchase all 17 books and booklets
Strategy Definition
Managing Support Strategically – Our comprehensive 5 Layers of Support Architecture plus 7 golden rules of strategic thinking
Starting from Scratch – the complete blueprint for new support operations
Budget Magic – a hands-on guide to support staffing models & budgets
Successful Product Rollouts – all you need to get ready for a new product, release, or process.
20+ Ways to Cut Support Costs – cut costs while maintaining customer satisfaction and employee satisfaction
Support Offerings
Selling
Value – everything you always wanted to know about
designing and selling support packages
The 10 Commandments of Support Pricing – packaging and selling support, managing discounts and renewals for maximum profits
Processes
Collective Wisdom – the latest addition to the collection: a guide to managing knowledge in support organizations.
The Art of Software Support – a practical manual to managing support centers, and the book that started it all.
Best Practices in Self-Service Support – 12 steps to increase customer satisfaction and cut costs by letting customers help themselves
Managing Escalations – managing support escalations to make customers happy while keeping your staff sane
People
The Complete Guide to Hiring Great Support Staffers – a complete methodology and 585 pre-tested interview questions
The Complete Guide to Hiring Great Support Managers – a complete methodology and 566 interview questions
Don’t Play Go Get a Rock: A Complete Guide for Flawless Technical Support Skills – 22 winning techniques to increase customer satisfaction and productivity
Training Programs that Work – cost-effective strategies for global organizations
Best Practices for Quality Monitoring – quality-monitoring programs beyond just “listening in”
Successful Support Outsourcing – everything you need to select a good outsourcer and manage it for the long-term
One Big, Happy, Multicultural Family? Managing the Global Support Operation – leveraging global teams to serve customers in their own time zones and their own languages, or to take advantage of lower support costs
Tools
Just Enough CRM – the hands-on, no-fluff guide to selecting and implementing CRM systems that work
Metrics
Best Practices for Support Metrics – a complete guide to creating meaningful metrics for operations of all sizes