Tourniaire, Francoise <br/><br/>
The art of software support :  design and operation of support centers and help desks / 
Francioise Tournaiaire and Richard Fareell. 
 - Upper Saddle River, NJ :  Prentice Hall PTR,  c1997. 
 - xii, 336 p. : ill. 
<br/><br/> Includes appendices, bibliography and index 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Software support<br/>Computer software industry--Customer services