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Books on Help Desk Management

The Complete Help Desk Management Library

Only $295!

Nine great books at a great price.  The Library includes:

The Help Desk Management Library Sampler

Only $99.95!

Four great books at a great price.  The Sampler includes:

The Call Center
Handbook
, 4th Edition!

by Keith Dawson, softcover,
246 pages, 1998, $34.95

Contents

THE starting place to learn about each and every call center technology. If you need to understand IVR, ACD's, fax-back, call tracking software, and everything from headsets to readerboards, this book is for you. Each technology is addressed in a chapter of its own. And, many chapters have vendor recommendations, explanations of product differences, and contact information. Click on the Contents button - you'll be impressed.

The Complete Help Desk Guide

by Mary Lentz, $24.95

Contents

Looking for help desk software? Start here. This well-priced guide not only contains probably the most up to date list of helpdesk software vendors, it also has a software selection workplan timetable and 100 questions for inclusion in your Request For Proposal (RFP)! Save yourself time and money! Start with the Complete Help Desk Guide.

Customer Service for Dummies, 2nd Edition!

by Karen Leland & Keith Bailey, 422 pages, $21.99

Contents

Don't be fooled by the title. Here is a serious tome of a book on service quality at an exceptional price.  Click on the Contents button and see what we mean!

Customer Service Over the Phone, 4th Edition!

by Stephen Coscia, $15.95

Contents

This book is a concise guide filled with pearls of wisdom on delivery of phone-based instructions.  Required reading for each and every front-line representative. Include a copy with your staff orientation materials.

Running an Effective Help Desk, 2nd Edition

by Barbara Czegel, $50

Contents

With strong chapters and sections on help desk structure, breadth of services, staff roles, procedure, and prioritization of activities right up front, this book is especially good for managers charged with the daunting task of setting up a new help desk.  Now updated and expanded to include the latest on web-based technologies.

How to Manage the IT Helpdesk

by Noel Bruton, $60.95

Contents

Few customer service books are written completely from the internal IT help desk view. Noel Bruton's book is the exception. If you are an IT help desk manager, here's a book guaranteed to speak to the daily problems faced in your organization.

The Call Center Dictionary

by Madeline Bodin & Keith Dawson, 209 pages, $27.95

Contents
This helpful guide is more than a dictionary. Providing 1,200 entries from A to Z, authors Bodin & Dawson provide not only definitions, but explanations.  For a mere $19.95 this book is a "must have" for every call center manager's bookshelf.

Help Desk Certifications

Help Desk Professional Certification

Register online and get a free help desk book of your choice!

2-Day Training Class and Certification Exam

Contents

This class was designed specifically for front line and second tier help desk professionals. In two intensive days, you will learn about the help desk profession, the help desk's role in your organization, and just about everything on how to successfully communicate with callers. With a focus on communication skills, this seminar is perfect for new help desk professionals, experienced reps and entire help desk teams.

In the weeks following the Help Desk Professional Certification training program, attendees will have an opportunity to take their certification exam. Those who pass will receive their industry-recognized certification.

Help Desk Manager Certification

Register online and get a free help desk book of your choice!

2-Day Training Class and Certification Exam

Contents

The Help Desk Manager Certification program is designed to prepare new managers (and managers with additional responsibilities) for many of the business challenges associated with running a world-class help desk, including calculating costs and return on investment, developing service level agreements, staffing for adequate coverage, coaching and training reps, help desk technology issues, marketing the help desk and more.

In the weeks following the Help Desk Manager Certification training program, attendees will have an opportunity to take their certification exam. Those who pass will receive their industry-recognized certification.

Help Desk Director Certification

Register online and get a free help desk book of your choice!

3-Day Training Class and Certification Exam

Contents

Rarely will you find a forum for learning about, sharing, and discussing the challenges, strategies and best practices of help desk executives. Here is an exception: a high-level training seminar where you and your executive peers can meet and explore help desk strategy, foundations and structure, business goals, financial metrics and cost reduction, productivity optimization, how to evaluate help desk technology, how to prepare a business case and more.

In the weeks following the Help Desk Director Certification training program, attendees will have an opportunity to take their certification exam. Those who pass will receive their industry-recognized certification.

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Last modified January 5,  2010