{"product_id":"the-universal-service-desk-usd-brian-johnson-9781787781481","title":"The Universal Service Desk (USD): Implementing, controlling and improving service delivery","description":"\u003cp\u003eA 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.\u003c\/p\u003e\u003cp\u003eThe 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.\u003c\/p\u003e\u003cp\u003e\u003cem\u003eThe Universal Service Desk (USD) - Implementing, controlling and improving service delivery \u003c\/em\u003edefines what a USD is, why it is valuable to an organisation and how to build and implement one. This practical guide gives advice about: \u003c\/p\u003e \u003cul\u003e \u003cli\u003eThe use of software tools;\u003c\/li\u003e \u003cli\u003eService sites;\u003c\/li\u003e \u003cli\u003eSelf-service;\u003c\/li\u003e \u003cli\u003eCall centre functionality;\u003c\/li\u003e \u003cli\u003eAccount management;\u003c\/li\u003e \u003cli\u003eProcesses between the USD and back office;\u003c\/li\u003e \u003cli\u003eQuality management;\u003c\/li\u003e \u003cli\u003eCompetence management;\u003c\/li\u003e \u003cli\u003eCapabilities; and\u003c\/li\u003e \u003cli\u003eThe service catalogue.\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eIt also discusses the evolution of the USD as part of integrated workplace management.\u003c\/p\u003e \u003cp\u003eThis 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.\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eUnderstand the essentials of any USD - buy this book today!\u003c\/strong\u003e\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Brian Johnson, L駮n-Paul de Rouw\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1787781488\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781787781481\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Itgp\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 05\/28\/2020\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 268\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.44lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 11.69h x 8.27w x 0.57d","brand":"Brian Johnson","offers":[{"title":"Paperback","offer_id":43978589765887,"sku":"9781787781481","price":54.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_9d723139-fd7d-408c-930b-cb37c2f633ed.jpg?v=1683242243","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-universal-service-desk-usd-brian-johnson-9781787781481","provider":"WR Book House","version":"1.0","type":"link"}