The Smarter Support Library

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

20+ Ways to Cut Support Costs – cut costs while maintaining customer satisfaction and employee satisfaction

Support Offerings

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