Written by Ron Muns, the founder of Help Desk Institute, The Help Desk Handbook is a valuable guide for setting up a help desk. With this book you get sample forms, procedures, policies, reports and graphs. This book also covers job descriptions, specialists versus generalists, team building, burnout, measuring customer satisfaction, and recording, diagnosing, assigning, managing, and analyzing problems.

Help Desk Handbook

Muns, Ron

Help Desk Institute

How do you compare what you think customers need to what they think they need? The only sure way is to conduct regular customer satisfaction surveys. Patrick Bultema presents an authoritative, step-by-step guide for planning, writing, and implementing effective customer satisfaction surveys for your support organization.

How to Design and Write Effective Customer Satisfaction Surveys

Bultema, Patrick

Salary levels affect your ability to attract and keep good employees. But, when you pay too much, the help desk's cost structure can be thrown out of balance. This sought-after report presents comparisons of average salaries in related help desk and customer support job categories. Comparison data is presented by geographical regions, industry type, number of employees, number of customers, call volume, and more. The 2000 Help Desk Salary Survey is your best source for this information so critical for building and maintaining a strong support organization.

The 2000 Help Desk Salary Survey

Computers & Technology

Institute, Help Desk

Business Technology

This exclusive annual report (delivered FREE to HDI members) provides the vital information you need to compare your support center to other organizations. Learn exclusive information on the top five areas of concern: support center structure, personnel, incoming call composition, practices and tools, and operational trends. Key areas of analysis include: scope of service, service request volume, problem resolution procedures, existing and planned technology use, staff training, automated call logging systems, outsourcing, and more. This critical industry knowledge gives you the foundation for starting a new support center or standards for measuring your existing organization.

The 2000 Help Desk and Customer Support Practices Report

Collective Wisdom is the first book on knowledge management for the support industry. Collective Wisdom: Transforming Support Through Knowledge provides IT service and support professionals with a comprehensive overview to the role of knowledge management in the support environment. The book addresses: · How to create and maintain knowledge · How to deliver knowledge inside the support center and through self-service · How to organize and staff for knowledge management · How to understand, select and implement technology · How to measure knowledge management · What the future holds for knowledge management and support · How to make self-service work.

Collective Wisdom: Transforming Support with Knowledge

DAVID, KAY

Francoise Tourniaire