Customer Service & Support Resources

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Automatic Call Distributor (ACD)

Call Center Handbook
A Practical Guide to Call Center Technology

Automation

ACD (see Automatic Call Distributor above)
Call Tracking Software and Systems
Guide to Help Desk Technology, Tools and Techniques
Managing the Implementation of New Support Systems
Computer Telephony (see Telecommunications)
CRM
CRM Automation
Customer Obsession
Customer Relationship Management Technology
A Practical Guide to CRM
Implementation
Integrating People with Processes and CRM Technology
Integrating Technology Into the Call Center - training course
Managing the Implementation of New Support Systems
In general
Call Center Handbook
Call Center Operations
Contact Center Technology: Topics, Trends and Truths - training course
Guide to Help Desk Technology, Tools, and Techniques
A Practical Guide to Call Center Technology
IVR (see Interactive Voice Response)
Networking and Internetworking (see Networking)
Predictive Dialing
Optimizing Outbound Calling
Predictive Dialing Fundamentals
Request for Proposal (RFP)
Complete Help Desk Guide
A Practical Guide to Call Center Technology
Which Telephone Service Provider?
Telecommunications in General (see Telecommunications)
Telephony (see Telecommunications)
Types of
Call Center Handbook
Call Center Technology Demystified
Contact Center Technology: Topics, Trends, and Truths - training course
Guide to Help Desk Technology, Tools and Techniques
Vendors
Complete Help Desk Guide
Voice Technology (see Voice Technology)
Websites (also see Online Support)

Benchmarking (also see Performance Measurement)

Call Center Benchmarking: How Good is "Good Enough"
Customer Obsession
Help Desk Contribution to Corporate Benchmarking, The
Integrating People with Processes and CRM Technology

Business Skills

Business, Finance and Accounting Essentials for IT Managers - training course
Business Case Development for IT Managers - training course
Business Skills for IT Professionals - training course
Communication and Negotiation Skills - training course
Management Skills for New Managers - training course

Call Center (also see Help Desk)

In general
Call Center Savvy
Help Desk Handbook
Maximizing Call Center Performance
Automation (see Automation)
Customer Satisfaction
Call Center Sample Customer Satisfaction Forms
Design
Designing the Best Call Center for Your Business
Designing Six Sigma Call Centers: How to Optimize Your Help Desk or Call Center - training course
Disaster Planning
Call Center Continuity Planning
Management (also see Human Resource Issues)
Call Center Management on Fast Forward
Designing Six Sigma Call Centers: How to Optimize Your Help Desk or Call Center - training course
Certified Call Center Manager (training and certification exam)
Customer Care and Contact Center Handbook
Fundamentals of Call Center Supervision - training course
The Real-Time Contact Center
Metrics (see Performance Measurement & Management)
Modeling
Call Center Performance Enhancement: Simulation & Modeling
Setting up a
Designing Six Sigma Call Centers: How to Optimize Your Help Desk or Call Center - training course
Designing the Best Call Center for Your Business
Ergonomics -- How to Make Your Workstation Work for You
Integrating Supporting Technologies Into the Help Desk - training course
Running an Effective Help Desk
Site Selection (see Site Selection)
Supervision (see Supervision)
Technology (see Automation)

Call Monitoring (see Monitoring)

Certification

Certification Issues for Technical Support Professionals
Certified Call Center Director (training and certification exam)

Certified Call Center Engineer (training and certification exam)

Certified Call Center Manager (training and certification exam)
Certified Call Center Professional (training and certification exam)
Certified Call Center Quality Assurance Professional (training and certification exam)

Certified Call Center Supervisor (training and certification exam)

Certified Help Desk Professional (training and certification exam)
Certified Help Desk Manager (training and certification exam)
Certified Help Desk Director (training and certification exam)
Certified Support Team Leader (training and certification exam)
Certified Workforce Management Professional (training and certification exam)

Coaching

Call Center and Help Desk Supervisor Methods, Metrics, and Coaching Techniques - training course
Coaching for World-Class Customer Support
Coaching Knock Your Socks Off Service
Coaching for Improved Work Performance
Managing and Motivating Contact Center Employees

Communication Skills (Also see Problem-Solving)

In general
Building Bridges -- Using Thinking Styles to Facilitate Communication
Call Center Operation: Design, Operation, and Maintenance
Call Center Success: Essential Skills for CSRs
Call Center Technology and Techniques
Certified Help Desk Professional (certification training and exam)
Customer Expectations (video)
Customer Service Skills For Technical Support Professionals
Delivering Knock Your Socks Off Service
Delivering Legendary Customer Service Over the Phone
Effective Information Gathering Techniques
Knock Your Socks Off Answers
Negotiation and Mediation (video)
Success as a CSR
Telephone Techniques (video)
Understanding Customer Competence Levels
Wake Up Your Call Center: How to be a Better Call Center Agent
Difficult Customers
Anger Diffusion (video)
Customer Service Over the Phone
E-Support
Elements of Email Style, The
E-Writing: 21st Century Tools for Effective Communication
Listening
Active Listening (video)

Continuity Planning

Call Center Continuity Planning

Cost Justification (see Financial Management)

Customer Relationship Management

Building Relationships With Key Accounts (video)
CRM Automation
CRM Strategies - training course
Customer Driven Process Improvement (video)
Customer Obsession
Customer Relationship Management
Customer Relationship Management Technology
Essentials of CRM
Harvard Business Review on Customer Relationship Management
A Practical Guide to CRM

Customer Satisfaction

In general
Building Relationships With Key Accounts (video)
Customer Driven Process Improvement (video)
Customer Satisfaction Research, Measurement and Application - training course
How to Measure Customer Satisfaction
Managing the Customer Satisfaction Process (self-study course)
ISO 9001:2000
Customer Satisfaction Measurement Simplified
Measurement
Analysis and Interpretation of Customer Satisfaction Data - training course
Customer Satisfaction Research, Measurement and Application - training course
Handbook of Customer Satisfaction & Loyalty Measurement
How to Measure Customer Satisfaction
How to Measure Service Quality & Customer Satisfaction
Improving Your Measurement of Customer Satisfaction
Listening to the Voice of the Customer
Surveys Samples
Guide to Customer Surveys
Call Center Sample Customer Satisfaction Forms
Surveys and Questionnaire Design
Designing Effective Questionnaires - training course
Guide to Customer Surveys
Measuring Satisfaction: Survey Design, Use, & Statistical Analysis

Customer Service

Communication Skills (see Communication Skills)
In General
Customer Service for Dummies
Delivering Knock Your Socks Off Service
Tales of Knock Your Socks Off Service
Technology (see Automation)

Dictionaries

An Abbreviated Guide to Incoming Call Center Terms
Call Center Dictionary
Glossary of Help Desk Terms
McGraw-Hill Illustrated Telecom Dictionary
Microsoft Internet & Networking Dictionary
Newton's Telecom Dictionary

Disaster Planning (see Continuity Planning)

E-mail

E-Writing: 21st Century Tools for Effective Communication
Why Web-Based Customer Support?

Ergonomics

Ergonomics - How to Make Your Workstation Work for You

Erlang

Call Center Management on Fast Forward
Call Center Performance Enhancement: Simulation & Modeling

Facilities Design

Designing the Best Call Center for Your Business
Ergonomics - How to Make Your Workstation Work for You

Financial Management

Managing Help Desk Costs - training course
Economics of Online Customer Support, The
Integrating People with Processes and CRM Technology
Telecommunications Expense Management

Forecasting (see Workforce Management)

Help Desk (also see Call Center)

In general
Effective Software Customer Support
Glossary of Help Desk Terms
Help Desk Handbook
Running an Effective Help Desk
Automation (see Automation)
Certification (see Certification)
Communication Skills (see Communication Skills)
Internal
How to Manage the IT Helpdesk
Management
Certified Help Desk Director (certification training and exam)
Certified Help Desk Manager (certification training and exam)
Get The Point (How to Write Policies, Procedures, & Tasks)
How to Manage the IT Helpdesk
How to Survive Call Volume Spikes
Managing Unresolved Service Requests
Marketing
Marketing the Help Desk to Senior Managers and Customers
Setting up a
Help Desk Handbook
Running an Effective Help Desk
Software Selection (see Automation)
Technology (see Automation)

Human Resource Issues

Coaching (see Coaching)
Compensation
Agent Staffing and Retention Study Final Report
Call Center Agent Motivation And Compensation
Evaluation
Powerful Performance Appraisals
Hiring
Agent Staffing and Retention Study Final Report
Call Center Recruiting And New-Hire Training
How to Hire the Best Service Professionals
Motivation (see Motivation)
Retention and Turnover
Agent Staffing and Retention Study Final Report
Call Center Agent Turnover And Retention
Minimizing Agent Turnover
Scheduling (see Workforce Management)
Training (see Training)

Internal Customer Support

Internet-Based Support (see Online Support)

Interactive Voice Response (IVR)

How to Build a Speech Recognition Application
Improving the Effectiveness of IVR and Voice Portals - training course

ISDN

ISDN A Practical Guide To Getting Up and Running

ISO 9001:2000

Customer Satisfaction Measurement Simplified

Job descriptions

Help Desk Handbook

Knowledge Management

Knowledge Management Foundations - training course

Management

Advanced Management Topics
Call Center Management on Fast Forward
Contact Center Strategy: How Leaders Drive Results - training course
In General
Delivering Knock Your Socks Off Service
Managing Knock Your Socks Off Service
Sustaining Knock Your Socks Off Service
Call Center, of
Certified Call Center Manager (training and certification exam)
Call Center Management on Fast Forward
Designing Six Sigma Call Centers: How to Optimize Your Help Desk or Call Center - training course
Essential Skills For Incoming Call Center Management - training course
Fundamentals of Call Center Supervision - training course
Tools and Methods for Help Desk Managers - training course
Coaching (see Coaching)
Customer Satisfaction, of
Managing the Customer Satisfaction Process (self-study course)
Help Desk, of
How to Manage the IT Helpdesk
Leadership
Contact Center Strategy: How Leaders Drive Results - training course
Principles of Effective Leadership for the Support Organization
Metrics (see Performance Measurement & Management)
Motivating (see Motivation)
Personnel, of (also see Human Resource Issues)
Coaching Knock Your Socks Off Service
Motivating Customer Service Employees
Project Management
Project Management Essentials - training course

Metrics (see Performance Measurement & Management)

Mission Statement

Customer Service for Dummies

Monitoring

Monitoring, Measuring, and Managing Customer Service
Monitoring Study Final Report

Motivation

Call Center Agent Motivation And Compensation
Call Center Agent Turnover And Retention
Managing and Motivating Contact Center Employees
Motivating Customer Service Employees

Networking

Basics of
Fundamentals of Data and Converged Networks I - training course
Fundamentals of Data and Converged Networks II - training course
Network Tutorial: A Complete Introduction to Networks
Networking Fundamentals - training course
TCP/IP Networking - training course
Voice Over IP Networks (see Voice Over IP)
Wireless (see Wireless)

Online Support

Customer Service On the Internet
Economics of Online Customer Support, The
E-Service
Managing Web-Based Customer Experiences
Technical Support on the Web
The Year's Ten Best Web Support Sites

Outbound Calling

Optimizing Outbound Calling
The Real-Time Contact Center

Outsourcing

How to Select and Outsource Services for Your Help Desk

Performance Measurement & Management (also see Benchmarking)

Call Center and IT Help Desk Metrics, Data Analysis, & Reporting - training course
Call Center and Help Desk Supervisor Methods, Metrics, and Coaching Techniques - training course
Call Center Performance Enhancement: Simulation & Modeling

Planning

Call Center Performance Enhancement: Simulation & Modeling
Creating Business Plans For Dummies
Contact Center Strategy: How Leaders Drive Results - training course

Policies and Procedures

Get The Point

Predictive Dialing

Optimizing Outbound Calling
Predictive Dialing Fundamentals

Problem Solving

Problem Solving (video)

Project Management

Project Management Essentials - training course
Telecommunication Projects Made Easy

Questionnaires (see Customer Satisfaction Surveys & Questionnaires)

Re-Engineering

Designing Six Sigma Call Centers: How to Optimize Your Help Desk or Call Center - training course

References (also see Dictionaries)

Knock Your Socks Off Answers

Return on Investment (see Financial Management)

Sales

Building Relationships With Key Accounts (video)

Scheduling (see Workforce Management)

Service (see Customer Service)

Service Level Agreements (SLAs)

How to Establish and Maintain Service Level Agreements

Service Recovery

Knock Your Socks Off Service Recovery

Skills

Communication (see Communication Skills)
Project Management (see Project Management)

Silent Monitoring (see Monitoring)

Simulation Modeling

Call Center Performance Enhancement: Simulation & Modeling

Site Selection

Call Center Handbook (Chapter 1)
Designing the Best Call Center for Your Business

Software Selection (see Automation)

Software Support

Effective Software Customer Support

Staffing (see Workforce Management)

Strategy

CRM Strategies - training course
Customer Driven Process Improvement (video)
Contact Center Strategy: How Leaders Drive Results - training course
Sustaining Knock Your Socks Off Service

Stress

Managing Stress: A Guide for Customer Support Professionals
Optimizing Stress in the Support Center
Overcoming Overwhelm: Thirty Days to Less Stress
Stress Management (video)
TeleStress: Relief From Call Center Stress Syndrome

Surveys (see Customer Satisfaction Surveys & Questionnaires)

Supervision

Call Center and Help Desk Supervisor Methods, Metrics, and Coaching Techniques - training course
Fundamentals of Call Center Supervision - training course

TCP/IP

TCP/IP Networking - training course

Technical Support

Customer Service Skills For Technical Support Professionals
How to Manage the IT Helpdesk
Technical Support on the Web
Year's Ten Best Web Support Sites, The

Technology (see Automation)

Telecommunications

In General
Business Telecom Systems
Intro to Telecommunications: Voice and Data - training course
Telecom Fundamentals: Telephony Networking - training course
Telecom Fundamentals: Carrier Data Services - training course
Telecom Handbook, The
Telecom Tutorials, The
Telecommunications Fundamentals - training course
Telecommunication Projects Made Easy
Management
Telecommunications Expense Management
Telecommunication Projects Made Easy
PBX
Next Generation Phone Systems
PBX Systems For IP Telephony
Selecting
Business Telecom Systems
Next Generation Phone Systems
Which Phone System Should I Buy?
Which Telephone Service Provider?
Telephony (also see Voice over IP)
Telephony Tutorials, The
Voice Over IP (see Voice over IP)

Telephone Skills (see Communication Skills)

Training

Call Center Recruiting and New-Hire Training
Revolutionizing Support Staff Training

Training Seminars

Call Center, Help Desk, CRM, & Customer Satisfaction Measurement
Telecommunications, Networking, Voice Over IP, Data Communications

Videos

Active Listening (video)
Anger Diffusion (video)
Building Relationships With Key Accounts (video)
Call Center Video Library (video set)
Customer Driven Process Improvement (video)
Customer Expectations (video)
Negotiation and Mediation (video)
Problem Solving (video)
Stress Management (video)
Telephone Techniques (video)

Voice over IP

Advanced Voice Over IP: Deploying VoIP in the Enterprise - training course
The Call Heard 'Round The World
Intro to Telecommunications: Voice and Data - training course
Voice Over IP - training course
Voice Over IP Foundations  - training course

Voice Over IP (VoIP) and IP Telephony - training course

Voice Technologies

IVR (see Interactive Voice Response)
Speech recognition
How to Build a Speech Recognition Application
Telephone
Next Generation Phone Systems
Which Phone System Should I Buy?
Which Telephone Service Provider?
Voice over IP (see Voice over IP)

Web-based Support (see Online Support)

Wireless

Going Mobile
Going Wi-Fi
Integrating Wireless Networks - training course
Securing Wireless Networks - training course

Workforce Management

Call Center Management on Fast Forward
Call Center Workforce Management: Forecasting, Calculating, and Scheduling - training course
Workforce Management Hands-on Certification Boot Camp - training course
Erlang (see Erlang)


The Resource Center for Customer Service Professionals LLC
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Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified July 10, 2010