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Seagate Backup Plus Slim External USB 3.0 2TB Hard Drive Review
CiscoPress E-Support Book Review - CiscoPress E-Support Book Review
Mon, November 25 2002 | 3:12AM | PermaLink Feedback?
To alleviate the problems Cisco was facing with smaller budgets, and unsatisfied customer service calls they began developing something called the TAC web - basically a collection of technical information on bugs, how to resolve installation issues, and other E-support features which enable their customers to do much of the work for themselves before ever having to pick up a phone and take out a support ticket. This self-service web-based solution handles more customers, and more importantly resolves more issues than previously accomplished with call-centers. This has shifted over 150,000 customer service calls to the website, and by that Cisco have saved on staffing and other equipment costs that would have otherwise run into the millions.

The book is split up into seven sections (Overview & Planning, Architecture, Metrics, Strategy, Design, Marketing, and Competitive Analysis) and is written in a conversational interview manner. It is extremely easy to understand, and while there are technical aspects discussed here, it is not a step-by-step how to do it type of guide.
Original URL, circa 2002:

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