Synopses & Reviews
Synopsis
Excerpt from Software Hot Lines: A Preliminary Description
Although many readers may be familiar with calling a support hot line, they may be less familiar with working in or managing one. This brief case history is intended to provide some context for the discussion that follows. Lt describes the history of the customer support function at smartco, a company which sells expert system development tools. The description is based on a lengthy interview with a former manager of customer support who was also the first person hired as a full time support person. Although it is written in his voice, it is not a direct quotation. The case of smartco is particularly interesting because it describes the reorganization of the support function from one structure (personalized generalists) to another (de-personalized specialists)
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