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Author: Lucy Calkins
Publisher:
Published: 2018
Total Pages:
ISBN-13: 9780325097268
DOWNLOAD EBOOK"This book is for teachers who are getting started using a workshop approach to reading or writing, or both, and who have one or both of the Units of Study in Reading, and Units of Study in Writing"--
Author: Barbara Czegel
Publisher: John Wiley & Sons
Published: 1998-03-27
Total Pages: 472
ISBN-13:
DOWNLOAD EBOOKThe definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: * A business manager charged with researching, planning, and setting up a Help Desk in your organization * An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies * A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: * Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet * Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk * Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find: * Real-life Web-based Help Desk examples * All the templates from the book in HTML and Word formats.
Author: Esther Cameron
Publisher: Kogan Page Publishers
Published: 2005-09-03
Total Pages: 177
ISBN-13: 0749446722
DOWNLOAD EBOOKThe facilitator's task of opening up discussion, getting ideas into the open and setting broad future direction is essential if a group is to reach consensus on a particular outcome and it is now one of the key techniques used in meetings and workshops. Facilitation Made Easy provides a practical introduction to the essential skills needed and will help readers develop a facilitation style that is unbiased and enables control without being overpowering. With detailed examples, proven tips for success, checklists and a self assessment guide to help readers test their own personal approach to facilitation, the book will help readers to: Understand the facilitator's role Develop the ideal structure for workshops and meetings Control agendas and help to focus the outcome of meetings Deal with difficulties. This third edition also includes a new chapter on facilitating virtual meetings, explaining the mechanics of virtual teams, the pros and cons of virtual meetings, use of technology and tips on setting up, facilitating and participating in virtual meetings
Author: Maria Colleen Cruz
Publisher: Firsthand
Published: 2008
Total Pages: 0
ISBN-13: 9780325025957
DOWNLOAD EBOOKIn A Quick Guide to Reaching Struggling Writers Colleen Cruz shows how to stop struggling with writers who struggle. You'll find effective support for students who say: I'm not a good writer; My hand hurts; I don't know how to spell; I don't have anything to write about; I never get to write anything I want to write; I'm done. A Quick Guide to Reaching Struggling Writers is part of the Workshop Help Desk series. About the Workshop Help Desk series The Workshop Help Desk series is designed for teachers who believe in workshop teaching and who have already rolled up their sleeves enough to have encountered the predictable challenges. If you've struggled to get around quickly enough to help all your writers, if you've wondered how to tweak your teaching to make it more effective and lasting, if you've needed to adapt your teaching for English learners, if you've struggled to teach grammar or nonfiction writing or test prep...if you've faced these and other specific, pressing challenges, then this series is for you. Provided in a compact 5" x 7" format, the Workshop Help Desk series offers pocket-sized professional development. For a comprehensive overview of the Units of Study in Opinion/Argument, Information, and Narrative series, including sample minilessons, sample videos, videos, frequently asked questions and more, visit UnitsofStudy.com.
Author: Duane Sharp
Publisher: Elsevier
Published: 2003-05-14
Total Pages: 320
ISBN-13: 0080490611
DOWNLOAD EBOOKEvery customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise. · Presents key concepts and techniques, including a formal development process, in a real-world context · Provides extensive management guidelines · Stresses the importance of staff selection and training
Author: Barbara Czegel
Publisher: John Wiley & Sons
Published: 2015-05-21
Total Pages: 414
ISBN-13: 1119177782
DOWNLOAD EBOOKYour complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Author: Susan Sanderson
Publisher: McGraw-Hill/Irwin
Published: 2003-09-17
Total Pages: 0
ISBN-13: 9780078216770
DOWNLOAD EBOOKThis textbook is intended for students studying for AS degrees in computer information systems or information technology, or for secondary programs teaching vocational/technical programs, with varying degrees of computer knowledge who are training for jobs in desktop support and help desks.
Author: Wayne Schlicht
Publisher: Build a Help Desk Consulting LLC
Published: 2019-09-29
Total Pages: 330
ISBN-13: 1696388414
DOWNLOAD EBOOKDo you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author: Noel Bruton
Publisher: Routledge
Published: 2012-07-26
Total Pages: 373
ISBN-13: 1136016740
DOWNLOAD EBOOKAre you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
