E-Support. How Cisco Systems Saves Millions While Improving Customer Support.pdf

E-Support. How Cisco Systems Saves Millions While Improving Customer Support PDF

Vincent Russell

To keep pace with the growing need to provide solutions and support to their customers, many companies have built extensive phone-based customer support departments. The investment can be staggering-large expenses on personnel, training, computers, and other support technologies. Demand for phone-based support fluctuates drastically, leaving these assets unused for hours at a time and still leaving customers dissatisfied. E-support is a self-service, Web-based approach to providing solutions for customers. It helps support organizations scale to handle more customers per support resource, accommodate dynamic shifts in demand, and enable customers to identify and solve many of their routine problems. Ciscos e-support system, known as TAC Web, has benefits for both Cisco and its customers: Customers save time because they dont have to wait on hold

This document contains information relevant to 'XML Articles and Papers. April - June 2001.' and is part of the Cover Pages resource. The Cover Pages is a comprehensive Web-accessible reference collection supporting the SGML/XML family of (meta) markup language standards and their application. The principal objective in this public access knowledgebase is to promote and enable the use of open

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9781587200526 ISBN
Libre PRIX
E-Support. How Cisco Systems Saves Millions While Improving Customer Support.pdf


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