Marketing the Help Desk to Senior Managers and Customers
Having an excellent help desk isn't enough. Senior management and customers must appreciate the skills, importance and value of the help desk. This guide explains in detail how to prepare a marketing strategy that will get your support operation the appreciation, status, and resources it needs.
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Microsoft Sourcebook for the Help Desk
This article contains information on known errors, corrections, and comments relating to the Microsoft Press book "Microsoft Sourcebook for the Help Desk, Second Edition"
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Motivating and Managing Help Desk Professionals
All too often, managers believe they know what motivates their people, when in fact the manager's perception is different from the individual contributor's perception. This book analyzes the results of a survey and shows you exactly what motivates tech reps.
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Online Customer Service for Dummies
If your business is like most businesses, you've got a Web strategy. But how do you respond to online questions and complaints without losing the human touch? In this book, two quality service pros show you how to create an online service plan that'll keep customers coming back for more.
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Optimizing Stress in the Support Center
This book speaks to the support industry's need for a new approach to deal with stress, one that addresses the pressures on both the organization and the individual.
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Overcoming Overwhelm: Thirty Days to Less Stress
Many books talk about stress, but this small workbook walks you through an analysis of your own personal stress factors, and presents exercises to do and actions to take to care for yourself and reduce stress and conflict in your daily routine.
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Performance to Quality
Serivce desks must break free from the performance shackles that are stopping them from providing the levels of service and support that are essential for modern organizations. This book will encourage you to stop being performance driven and start thinking QUALITY.
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Running an Effective Help Desk
The definitive guide to setting up and running a successful Help Deskùnow updated and expanded to include the latest Web-based technologies.
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The Computer Training Handbook
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.
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Why Web-Based Customer Support?
Ready or not, expect that your customers are becoming increasingly computer savvy and many will want the option to communicate electronically. This book takes an in-depth look into the whole Web-based technology wave, exploring the many functions, advantages and challenges of electronic support.
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