Chapter 7:
Managing Your Tech Team

Getting & Keeping Tech Talent Christopher Knight
    Part 1: Retaining Technical Talent
    Part 2: Attracting Top Tech Talent

Humanizing the Internet Ken Robbins

Should Tech Support Sell? Brock Henderson

The Pull to Push Best of ISP-Lists

Web Services for Technical Support Alex Goldman

We Need Cheap Overnight Tech Support Best of ISP-Lists

Making Work for Idle Hands is Practical Best of ISP-Lists

1-900-ISP-TECH Best of ISP-Lists

Is 24/7 Support Necessary? Best of ISP-Lists

Support Bots Best of ISP-Lists

ISPCON: Wireless Truck Roll Tricks Jeff Goldman

The big picture

Market Research for ISPs Brock Henderson

Contingency Planning Brock Henderson

Common Sense in Selling Services Alex Goldman

Outsource or not?

Getting Help with Help Alex Goldman

When Your Help Desk is Distant Best of ISP-Lists

Who'll Answer The Phone At 3 AM? Best of ISP-Lists

Evaluating a Free Bundled Call Center Best of ISP-Lists

Directories

Outsourced Customer Support Directory  Quick Reference Chart

Trouble Ticketing Systems Directory  Quick Reference Chart