Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Bargain Books (50% off!)

Seminars

Title Index
Subject Index
Author Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

Certification is a hot issue for technical support professionals.  Many vendor-specific certifications and professional development courses are available today, so you can learn the skills you need to be successful.  This small book addresses the multiple issues surrounding certification and suggests industry-related skills in which you should become proficient.

Table of Contents

1. Certification and the support services industry
   • Industry dynamics lead to the desire for certification
     • Increased computing power creates need for support skills
     • Problem scaling and the need for "knowledge workers"
     • Outsourcing
     • Emergence of professional associations and resources
     • Emergence of tools for the industry
     • Information management
   • Benefits of certification
2. Training topics for support professionals
3. Technical support-related certifications and training
   • Vendor-specific programs
   • Certifications and training for technical, customer service, and related skills