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  1. CRM Today   Public Rating: 10.00, 2 Votes   Click here to rate this   
    Online resource for CRM, Call Centers and Help Desks offering daily updated news, events, jobs, articles, case studies, academic and white papers.
    crm2day.com/
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  2. Customer Service on the Internet   Public Rating: 10.00, 1 Votes   Click here to rate this   
    It used to be unique. Then it was a competitive edge. Today, offering the very best online customer service is a matter of survival.
    targeting.com/book2.html
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  3. Customer-Effective Web Sites   Public Rating: 10.00, 1 Votes   Click here to rate this   
    Addresses every component of e-commerce success: content, navigation, applications, information architecture, visual design, technology, and more. Presents 17 rules that every site must follow to attract profitable customers. Softcover. DLC: Web sites--Design.
    amazon.com/exec/obidos/ASIN/0130878278/o/qid=969986500/sr=8-1/ref=aps_sr_b_1_3/104-6172167-7391968
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  4. Information Technology and Project Management Toolkit   Public Rating: 9.89, 10 Votes   Click here to rate this   
    An extensive collection of IT management resources - articles, assessment tools, process templates and planning guides. For the management of IT services, projects and operations.
    ittoolkit.com
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  5. Call Center Magazine   Public Rating: 7.75, 4 Votes   Click here to rate this   
    Case Studies, News Updates, Articles, and many other great resources for Call Centers and Help Desks.
    callcentermagazine.com/
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  6. How to Manage the IT Helpdesk   Public Rating: 7.50, 2 Votes   Click here to rate this   
    This is the book for all User Support, Technical Support and Helpdesk teams. Packed into its 228 pages are methods and techniques for managing probably the most stressful job in IT. It is written by Noel Bruton, Helpdesk and User Support consultant and trainer.
    pcug.co.uk/~bruton/indexes/prbindex.htm
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  7. ITIL and ITSM World   Public Rating: 7.00, 3 Votes   Click here to rate this   
    Directory of ITIL information, services & software, embracing help desk management as part of the service support volume.
    itil-itsm-world.com
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  8. Customer Support Managment Magazine   Public Rating: 6.00, 3 Votes   Click here to rate this   
    Customer Support Management is the only enterprise-wide customer relationship management publication, focused on customer service & support, for senior-level and management readership across all vertical industries.
    customersupportmgmt.com/
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  9. The Complete Help Desk Guide   Public Rating: 6.00, 1 Votes   Click here to rate this   
    This book will teach you how to create the world's best- manned or unmanned help desk for technical support - for employees and/or customers. This book will help you choose the right help desk software, the best help desk equipment and find the right employees.
    amazon.com/exec/obidos/ASIN/0936648961/qid=969986612/sr=1-2/104-6172167-7391968
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  10. The Big Book of Customer Service Training Games   Public Rating: 5.00, 1 Votes   Click here to rate this   
    Quick, Fun Activities for Training Customer service reps, salespeople, and anyone else who deals with customers
    amazon.com/exec/obidos/ASIN/0070779740/qid%3D969986829/104-6172167-7391968
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  11. The Art of Software Support   Public Rating: 4.50, 4 Votes   Click here to rate this   
    A guide to building and running help desks and software support centers, with advice on overcoming the crisis mentality, choosing the appropriate call management model, selecting tools such as phone and fax systems and customer tracking software, supervising, and measuring performance.
    amazon.com/
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  12. Help Desk Online Magazine   Public Rating: 1.00, 2 Votes   Click here to rate this   
    Weekly help desk news publication.
    helpdesk-online.com/
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  13. 21st Century Solutions for Surpassing Your Customer's Expectations   Click here to rate this   
    This 147 page training manual demonstrates the Value of a Customer while building positive Customer Service Teams through Team building, Voice Skills, Conversation Skills, Telephone Skills, Conflict Resolution, and Stress Management.
    hartwellseminars.com/
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  14. Books of Interest to the help desk professional   Click here to rate this   
    List of several books that may be of interest to any support professional.
    coastaltech.com/resources.htm
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  15. Call Center Management on Fast Forward   Click here to rate this   
    This book is an absolute must for every call center professional. You will never again be stumped for an answer or business case by your finance or technology folks.
    amazon.com/exec/obidos/ASIN/0965909301/qid%3D911574120/sr%3D1-2/104-6172167-7391968
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  16. CIO   Click here to rate this   
    The Leading Resource for Information Executives.
    cio.com/
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  17. Customer Service for Dummies   Click here to rate this   
    Well-written, fun-to-read...An excellent book to make those hard-earned marketing dollars work to your advantage.
    amazon.com/exec/obidos/ASIN/1568843917/qid=969986568/sr=1-1/104-6172167-7391968
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  18. Delivering World-Class Technical Support   Click here to rate this   
    This book provides an outstanding overview of what it takes to put together a solid support organization.
    amazon.com/exec/obidos/ASIN/0471155349/qid%3D969986541/104-6172167-7391968
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  19. Frontier Decision Support Concepts   Click here to rate this   
    Help Desk, Learning, Fuzzy Diagnoses, Quality Evaluation, Prediction, Evolution While it provides explanations of underlying principles and cutting-edge concepts, its main purpose is to provide managers in business and engineers in industry with practical guidance to state-of-the-art decision support tools and technology.
    amazon.com/exec/obidos/ISBN%3D0471592560/104-6172167-7391968
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  20. Help Desk Management Toolkit   Click here to rate this   
    A publication designed to help ensure that the help desk is managed and implemented to the highest possible quality
    help-desk-manager.com
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  21. Microsoft Sourcebook for the Help Desk   Click here to rate this   
    This article contains information on known errors, corrections, and comments relating to the Microsoft Press book "Microsoft Sourcebook for the Help Desk, Second Edition"
    support.microsoft.com/support/kb/articles/Q184/4/49.ASP
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  22. Running an Effective Help Desk   Click here to rate this   
    The definitive guide to setting up and running a successful Help Desk├╣now updated and expanded to include the latest Web-based technologies.
    amazon.com/exec/obidos/ASIN/0471248169/qid=969986787/sr=1-1/104-6172167-7391968
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  23. The Computer Training Handbook   Click here to rate this   
    The Computer Training Handbook was written as a resource and textbook for people tackling the tough issues of teaching people to use computers. We developed this book for both new and experienced trainers. It includes lots of down to earth tips, tricks and theories.
    amazon.com/exec/obidos/ASIN/0943210372/qid=969986724/sr=1-2/104-6172167-7391968
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