Technical Support Books - Page 12

A Guide to Computer User Support for Help Desk & Support Specialists, Second Edition

Fred Beisse

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Subjects -> Computers & Internet -> Networking -> Networks, Protocols & APIs -> General
Subjects -> Computers & Internet -> Networking -> Networks, Protocols & APIs -> General AAS

Editorial Review:

This title provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

Understanding Decision Support Systems and Expert Systems

Efrem G. Mallach

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Subjects -> Business & Investing -> Management & Leadership -> Decision-Making & Problem Solving
Subjects -> Business & Investing -> Management & Leadership -> General AAS
Subjects -> Business & Investing -> General

Editorial Review:

This core textbook contains a focused approach to understanding and building decision support systems.

Emerging Information Technology: Improving Decisions, Cooperation, and Infrastructure

Kenneth E. Kendall

Amazon Price: $153.00 List Price: $153.00 Usually ships in 24 hours By: Sage Publications, Inc Amazon Marketplace: 10 new & used starting at $105.00

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Subjects -> Business & Investing -> Business Life -> Ethics
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Customer Reviews:
Total reviews: 1 Average rating: 5.0 of 5

Emerging IT Examined 5 out of 5 stars.
13 of 14 people found this review helpful.

This books contains articles on almost all the Emerging Information Tchnologies being used and researched in Corporations, small businesses and on the Internet. The book starts with an introduction to the Technological Life cycle and then goes into Emerging Technologies which are divided in three parts: Decision supporting technologies, Cooperation facilitating technologies, and Infrastructure enabling technologies. The examples and figures with the chapters make it easy to understand the technological emergence and relate it to real world. Some topics covered include Recommendation systems, Hypertext, Artificial Intelligence, E-commerce, Executive Information Systems and many more. This book is useful for students, researchers, managers and consultants to become familier with the cutting edge of research being done on these technologies.

Editorial Review:

Emerging Information Technology explores cutting-edge research on emerging information technologies and their specific relevance for professionals in the business world.

Kenneth E Kendall bridges the gap between the emergence of information technology, and its application and relevance for managers, consultants, decision makers and researchers.

Habla Esponol ? No, but I Can Try to Help You Practical Spanish for the Reference Desk

Rasvc

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Subjects -> Reference -> Dictionaries & Thesauruses -> Foreign Language -> Spanish
Subjects -> Reference -> Etiquette -> Conversation

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Total reviews: 1 Average rating: 5.0 of 5

Exactly what I wanted! 5 out of 5 stars.
0 of 0 people found this review helpful.

This little book is just what I need as a librarian. I've taken three Spanish classes, but without an emphasis on conversation and workplace language skills, I wasn't able to get comfortable using Spanish on the fly.

This is the best little book for any library staff who serves patrons at the circulation or reference desks. It has the correct Spanish phrasing to use in the reference interview and also vocabulary for specific library items. Keep this book on your desk at all times!

Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers

Andrew J. Waite

List Price: $27.95 By: CMP Books Amazon Marketplace: 12 new & used starting at $0.44

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Subjects -> Professional & Technical -> Engineering -> Telecommunications -> General

Customer Reviews:
Total reviews: 2 Average rating: 3.5 of 5

Customers: 4 out of 5 stars.
3 of 4 people found this review helpful.

This book will teach you how to create an excellent call center for employees and/or customers. It will help you choose the right help desk software, the best help desk equipment and find the right employees. The book contains in-depth interviews with successful help desk mangers, hundreds of tips for choosing the right system and a 40-page guide detailing help desk systems (i.e. ones available today) and their prices. The Complete Help Desk Guide also covers outsourcing, tools with artificial intelligence, incorporating technologies like ACDs and IVR systems and providing support electronically. A great book for creating a help desk or re-evaluating an existing one.

Editorial Review:

This book is based on the premise that life for call center and help desk managers has become far more complex than just an ACD-equipment decision. Phone calls from customers are not just "events," but are significant milestones in customer relationships. They include correspondence by mail, by fax, by e-mail, by Internet and "touching" by interactive voice response and computer telephony links. The author has over 20 years intimate experience with call centers. This book also has a 74-page sample Request for Proposal to buy an ACD - automatic call distributor, the central piece of technology in any call center. If you hired a consultant, this RFP would cost you a minimum of $20,000.

ICMI's Pocket Guide to Call Center Management Terms: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals

Brad Cleveland

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Customer Reviews:
Total reviews: 1 Average rating: 5.0 of 5

An excelent help for call center professionals 5 out of 5 stars.
1 of 1 people found this review helpful.

I have a 10-year experience in the Call Center Industry. However, like many other Call center professionals, I find it quite difficult to fully understand the wide variety of technical terms used within the Industry.
This is a cheap, very reliable little dictionary that makes the difference every day at work - you can take it everywhere and it presents a full explanation of the most important Call center management terms.
There is a full-size version from the same authors "ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals", but I haven't ordered it. Congratulations to ICMI and Brad Cleveland.

Editorial Review:

Everything in the call center industry seems to be expanding-contact channels, customer, and employee expectations, technology options and the overall role of the call center. While the ICMI’s Pocket Guide to Call Center Management Terms may be diminutive in nature, it can have a big impact on the knowledge, eloquence and insight of those working in this dynamic profession.

With a comprehensive-though compact-guide to just about every industry acronym, as well as concise definitions of every term a manager or supervisor should know, The Pocket Guide aims to promote consistency and clarity in the way that call center professional worldwide communicate, cooperate, and strive to understand this exciting field.

The 2000 Help Desk Salary Survey

Help Desk Institute

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Editorial Review:

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.

Analysis and Decision Making in Uncertain Systems (Communications and Control Engineering)

Zdzislaw Bubnicki

Amazon Price: $95.11 List Price: $139.00 Usually ships in 24 hours By: Springer Amazon Marketplace: 13 new & used starting at $70.01

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Subjects -> Computers & Internet -> Business & Culture -> Manager's Guides to Computing
Subjects -> Computers & Internet -> Business & Culture -> Technical Support

Editorial Review:

A unified and systematic description of analysis and decision problems within a wide class of uncertain systems, described by traditional mathematical methods and by relational knowledge representations.

With special emphasis on uncertain control systems, Professor Bubnicki gives you a unique approach to formal models and design (including stabilization) of uncertain systems, based on uncertain variables and related descriptions.

• Introduction and development of original concepts of uncertain variables and a learning process consisting of knowledge validation and updating.

• Examples concerning the control of manufacturing systems, assembly processes and task distributions in computer systems indicate the possibilities of practical applications and approaches to decision making in uncertain systems.

• Includes special problems such as recognition and control of operations under uncertainty.

• Self-contained.

If you are interested in problems of uncertain control and decision support systems, this will be a valuable addition to your bookshelf. Written for researchers and students in the field of control and information science, this book will also benefit designers of information and control systems.

Applications of Declarative Programming and Knowledge Management: 15th International Conference on Applications of Declarative Programming and Knowledge ... / Lecture Notes in Artificial Intelligence)

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Subjects -> Computers & Internet -> Computer Science -> Artificial Intelligence -> Human Vision & Language Systems

Editorial Review:

This book constitutes the thoroughly refereed joint post-proceedings of the 15th International Conference on Applications of Declarative Programming and Knowledge Management, INAP 2004, and the 18th Workshop on Logic Programming, WLP 2004, held jointly in Potsdam, Germany in March 2004.

The 18 revised full papers presented together with an invited tutorial lecture and an invited paper were selected during two rounds of reviewing and improvement. The papers are organized in topical sections on knowledge management and decision support, constraint programming and constraint solving, and declarative programming and Web-based systems.

Applied Decision Support with Soft Computing (Studies in Fuzziness and Soft Computing)

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Subjects -> Computers & Internet -> Computer Science -> Artificial Intelligence -> Computer Mathematics

Editorial Review:

Soft computing has provided sophisticated methodologies for the development of intelligent decision support systems. Fast advances in soft computing technologies, such as fuzzy logic and systems, artificial neural networks and evolutionary computation, have made available powerful problem representation and modelling paradigms, and learning and optimisation mechanisms for addressing modern decision making issues. This book provides a comprehensive coverage of up-to-date conceptual frameworks in broadly perceived decision support systems and successful applications. Different from other existing books, this volume predominately focuses on applied decision support with soft computing. Areas covered include planning, management finance and administration in both the private and public sectors.