eBook: Universal Service Desk (USD): Implementing, controlling and improving service delivery (DRM PDF)
 
電子書格式: DRM PDF
作者: Brian Johnson, Leon-Paul de Rouw 
分類: Information theory ,
Information technology industries ,
Computing & information technology ,
Information technology: general issues ,
Computer science ,
Educational: IT & computing, ICT  
書城編號: 21876122


售價: $519.00

購買後立即進貨, 約需 1-4 天

 
 
製造商: IT Governance Publishing
出版日期: 2020/05/28
頁數: 244
ISBN: 9781787781498
 
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商品簡介
A universal service desk (USD) is the central point of contact between a service provider and users for everyday activities, and within an organisation for all requests for and enquiries about the services provided to customers, both internal and external.The USD is a concept of service delivery and resolution through different channels (Internet, post, intranet, phone, email, physical counter). It also covers account management and its focus on customer relationships at different levels in the organisation.The Universal Service Desk (USD) - Implementing, controlling and improving service deliverydefines what a USD is, why it is valuable to an organisation and how to build and implement one. This practical guide gives advice about:The use of software tools;Service sites;Self-service;Call centre functionality;Account management;Processes between the USD and back office;Quality management;Competence management;Capabilities; andThe service catalogue.It also discusses the evolution of the USD as part of integrated workplace management.This book is ideal for those working in service management and the service desk industry, from managers to employees, and can also be used by students to understand all the components that relate to a USD.Understand the essentials of any USD - buy this book today!
Brian Johnson 作者作品表

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