THE HELP DESK DICTIONARY
By Julie L. Mohr
$39.95 (US)
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Motivate Your Team to Higher Standards: Blueprint for Success
By Julie L. Mohr
$49.99 (US)
Scheduled to be Released: 2008
Taking Pre-Publication Orders |
Mapping Support Processes: Blueprint for Success
By Julie L. Mohr
$59.99 (US)
Scheduled to be Released: 2008
Taking Pre-Publication Orders
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Motivate, Train and Retain CSRs: Blueprint for Success
by Julie L. Mohr
$49.99 (US)
Scheduled to be Released: 2008
Taking Pre-Publication Orders
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A comprehensive collection of terms related to the help desk and help desk management. From A to Z, over 800 terms defined. |
Most help desks focus on support delivery and don’t spend enough time examining their support processes and procedures. Performance monitoring and reporting, based on established success criteria, is the best insurance that your business is succeeding and prepared for growth. |
Get inside a real implementation of Help Desk Processes and how they work in the support environment – REAL HD. This book will look at how to develop cross functional processes that define the process, roles and responsibilities, metrics and all customer interaction points. We will evaluate actual process flows in detail and discuss how to create them for your own support environment. |
Eight of the ten top reasons for employee retention, as reported in the Employee Motivation Survey from GoalManager.com, are in your control. As a manager, it is your responsibility to learn how to successfully motivate your staff. Your job is to find ways to monitor performance, measure employee’s success, reward, train and the end result, retain your staff.
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CUSTOMER SURVEYING
By Fred Van Bennekom
$44.95 (US)
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SPECTACULAR SUPPORT CENTERS
By Kristin Robertson
$56.95 (US)
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THE DOG POOP INITIATIVE
By Kirk Weisler
$11.95 (US)
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IMPLEMENTING ITIL - ADAPTING YOUR ORGANIZATION TO THE COMING REVOLUTION IN IT SERVICE MANAGEMENT
By Randy Steinberg
$65.00 (US)
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| This book provides the tools the survey novice needs to collect real and useful information about customers. |
From contact handling processes to personnel issues, this book is full of practical advice for the managers of smaller support centers. |
A true story of scoopers and poopers, Of pointers and heroes. Of those who score real goals, And those who score zeroes. |
This is a comprehensive guide for building your IT Service Management program with all the information you need in one place. |
MAKE IT GREAT!
By Phil Gerbyshak
$14.99 (US)
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The Cookie Thief
by Kirk Weisler
$11.95 (US)
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Essential ISO/IEC 20000 Executive's Guide
By Alan Nance
$50 (US)
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Measuring ITIL
By Randy A. Steinberg
$24.95 (US)
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| The 10 tips in this book outline a great framework for success. |
A semi-sweet tale about a crime we too often commit.
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An organization working to the ISO/IEC 20000 standard is better equipped to deal with compliance requirements, is more efficient, manages risk more competently, has higher customer satisfaction, can make better use of opportunities to outsource, and is therefore under control. |
A practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. |
