Principles of Effective Leadership for the Support Organization
This book provides an introduction to customer support leadership. As you read it, you will notice that the leadership principles are interdependent and indicate aspects of an overall theme: value your employees because they are the primary resource of your business.
the-resource-center.com/BOOKS/focus/Leadership.htm Review ItAdd to Research Cart
A Beginner's Guide to Understanding Technical Support
This unique guide, designed for anyone venturing into the field of tech support, provides a basic introduction to the processes, roles, terms, and issues within a support organization. New employees that join your support organization will consider a copy of this guide a thoughtful welcome gift.
the-resource-center.com/BOOKS/HELPDESK/Beginners_guide.HTM Review ItAdd to Research Cart
Basic Writing Skills for the Support Professional
Today's support agent must be prepared to handle multi-channel support, including voice, Internet, e-mail, chat, and fax. This book covers the basics of writing, from thought concepts and style to editing, touching on specific writing methods used in composing e-mail, letters, and chat.
the-resource-center.com/BOOKS/Focus/Writing_Skills.HTM Review ItAdd to Research Cart
Call Center Benchmarking: How Good is "Good Enough"?
This little book focuses on how to selectively choose areas within your call center that, through benchmarking, you can maintain your call center's competitive advantage in your industry.
the-resource-center.com/BOOKS/CALL_CENTER/benchmarking.HTM Review ItAdd to Research Cart
Call Center Continuity Planning
"Continuity planning" and disaster recovery are topics that should be of great concern to every call center manager. This very special manual walks you through the process of developing a continuity plan for you own center. Disasters will happen. It's up to you to be prepared for them.
the-resource-center.com/BOOKS/CALL_CENTER/continuity_management.HTM Review ItAdd to Research Cart
Call Center Management on Fast Forward
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 Review ItAdd to Research Cart
Certification Issues for Technical Support Professionals
This book explains the growing need for help desk certification, suggests training topics and skills for help desk people, and identifies a few of the many training and certification programs available today.
the-resource-center.com/BOOKS/focus/Certification_Issues.htm Review ItAdd to Research Cart
Coaching for World Class Customer Support
Good coaching can improve professionalism and morale. Learn how support organizations now use coaching as their primary method of ensuring quality customer care.
the-resource-center.com/BOOKS/focus/Coaching.htm Review ItAdd to Research Cart
Customer Service for Dummies
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 Review ItAdd to Research Cart
Ergonomics -- How to Make Your Workstation Work for You
If you've ever gone home from work with an aching neck, a backache, or even a headache, the source of the problem could be your workstation. This book looks at ergonomic risk factors of a workstation and simple adjustments you can make.
the-resource-center.com/BOOKS/focus/Ergonomics.htm Review ItAdd to Research Cart
Frontier Decision Support Concepts
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 Review ItAdd to Research Cart
Glossary of Help Desk Terms
Packed in this small book you'll find clarification of confusing terms as well as a host of definitions explaining the tools, practices, and technical jargon particular to the help desk and customer support industries.
the-resource-center.com/BOOKS/focus/glossary.htm Review ItAdd to Research Cart
Help Desk Practitioners Handbook
Barb Czegel does it again with another help desk book. Special sections are included on step-by-step cost justification, how to calculate ROI, methods for turning help desk interactions into marketing opportunities, techniques for increasing the speed and accuracy of problem solving, and more.
the-resource-center.com/BOOKS/HELPDESK/Help_Desk_Practitioners_Handbook.HTM Review ItAdd to Research Cart
How to Establish and Maintain Service Level Agreements
Learn the purpose of Service Level Agreements (SLA), why they are important, prerequisites for embarking on a project of this magnitude, critical elements in the SLA process, steps for drafting and negotiating your SLA, and how to measure and report your help desk's performance.
the-resource-center.com/BOOKS/Focus/SLA.HTM Review ItAdd to Research Cart
How to Select and Outsource Services for Your Help Desk
This guide defines outsourcing, explains its rise in popularity, and presents a series of steps to determine whether outsourcing is appropriate for your help desk, along with checklists, questions, and techniques to apply to your own help desk.
the-resource-center.com/BOOKS/Focus/outsourcing.HTM Review ItAdd to Research Cart
How to Survive Call Volume Spikes
Sometimes it seems like, no matter how many CSRs you have available, it's impossible to meet the current demand for your services. Feel like unexpected spikes are beyond your control? Then read this book!
the-resource-center.com/BOOKS/focus/spikes.htm Review ItAdd to Research Cart
Knowledge Management
Utilizing a knowledge base, support analysts can minimize the research time to answer a question or respond to a customer inquiry, leveraging the fact that another person has already developed the answer. This book provides the basic building blocks for implementing a knowledge management solution.
the-resource-center.com/BOOKS/Focus/Knowledge_Management.HTM Review ItAdd to Research Cart
Managing Stress: A Guide for Customer Support Professionals
Dealing with customer complaints and requests day after day, hour after hour could stress-out anyone. It's not your fault if you're stressed - it's nature way of preparing you to deal with "threats". This guide will show you how to "de-stress" yourself at the help desk - and throughout life.
the-resource-center.com/BOOKS/Focus/Managing_Stress.HTM Review ItAdd to Research Cart
Managing the Implementation of New Support Systems
Are you ready to implement the newly selected problem management system? This book can help you to prepare for what lies ahead -- and avoid a string of new headaches.
the-resource-center.com/BOOKS/focus/Implementing_support_systems.htm Review ItAdd to Research Cart
Managing Unresolved Service Requests
An unresolved service request management process gives your company another opportunity to create a positive impression in the minds of customers. Learn to determine process flow, create a system, and identify roles and responsibilities to successfully manage unresolved service requests.
the-resource-center.com/BOOKS/focus/Managing_Unresolved_Service_Requests.htm Review ItAdd to Research Cart
