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Desk FAQ
    

Help Desk FAQ - Global Resources

The definitive global resource for helpdesks, customer relationship management and technical support.

Related Books, Related Magazines

Related Books

Title

Author(s)
The Ultimate Customer Support Executive Phil Verghis

Exceeding Your Customer's Expectations in the 21st Century

Timothy Hartwell
www.destinyglobalseminars.com

How to Manage the IT Helpdesk (Picture) (new edition in 2002)

Noel Bruton
http://www.noelbruton.com  

Managing the IT Process (Picture) Noel Bruton
http://www.noelbruton.com

Running an Effective Help Desk (Picture)

Barbara Czegel bczegel@sirius3.com

First-Rate Customer Service

The Economics Press (800) 526 2444

Effective Software Customer Support

Richard Gallagher rsgassoc@aol.com

Delivering World-Class Technical Support (Picture)

Navtej (Kay) Khandpur (nsk@promentis.com)and Lori Laub

Customer Service for Dummies

Karen Leland and Keith Bailey

The Complete Help Desk Guide (Picture)

Mary Lenz

The Computer Training Handbook, 2nd Edition

Elliott Masie

Microsoft Sourcebook for the Help Desk (Picture)

(Microsoft Press) http://www.microsoft.com

Customer Service on the Internet

Jim Sterne http://www.targeting.com

Virtual Help Desk

Andy Thomas regency@ixl.net

The Art of Software Support - Design and Operation of Support Centers and Help Desks (Picture)

Francoise Tourniaire and Richard Farrell

The Customer Driven Company - Moving from Talk to Action

Richard C. Whiteley

Help! The Art of Computer Technical Support

Ralph Wilson

Note:

  • Many consultants and consulting firms have booklets that may be useful to you. Check out the Software section for details.

  • The librarian from the Resource Center for Customer Service Professionals monitors this list and can ship books to you quickly.
    http://www.the-resource-center.com.

Related Magazines

Call Center Magazine

CIO

ITServicesUK

KMworld -- Knowledge Management magazine

SupportIndustry.com (web magazine and news)

 

Other magazines periodically put out stories on help desks or help desk related software. These include PC Week, InfoWorld, ComputerWorld, Network World and Datamation.