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Title: The Help Desk Audit: Blueprint for Success by Julie L. Mohr ISBN: 0-9740808-0-2 Publisher: BlueprintAudits.com Pub. Date: 01 April, 2003 Format: Spiral-bound List Price(USD): $49.99 |
Average Customer Rating: 5 (2 reviews)
Rating: 5
Summary: Excellent roadmap. I use it in all assessments
Comment: As an Information Technology consultant I have executed many Help Desk assessments. I found this book by surfing the web: blueprintaudits.com. After reading the book, I have now incorporated the workbook in every assessment I do. I find that it is, by far, the most comprehensive audit technique. Not only does it provide weighted audit questions, but also it provides a roadmap for continuous improvement. I recommend this book to anyone who is interested in assessing their Help Desk and improving customer service.
Phyllis Marcus
Support Techniques
[website]
Rating: 5
Summary: Excellent Resource for Helpdesk Professionals of Any Level!
Comment: As a customer service manager for a major federal agency I found this book to be an excellent resource to assist in the managing of day-to-day operations as well as plotting the path to implementing improvements throughout my organization. Clear, concise and directly to the point, the author is clearly in command of the relevant topics. It would cost an organization $10s of thousands of dollars if it was to retain a consultant with the depth of background and experience possessed by Ms. Mohr. I could not recommend this book more highly to helpdesk managers, customer service managers, and anyone interested in improving their ability to provide great service to their internal or external customers.
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Title: Using Service Goals and Metrics to Improve Help Desk Performance by Mark W. Ellis ISBN: 1571250255 Publisher: Help Desk Institute Pub. Date: 01 January, 1997 List Price(USD): $9.95 |
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Title: How to Manage the IT Helpdesk - A Guide for User Support and Call Center Managers by Noel Bruton ISBN: 0750649011 Publisher: Butterworth-Heinemann Pub. Date: 15 June, 2002 List Price(USD): $47.95 |
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Title: Running an Effective Help Desk, 2nd Edition by Barbara Czegel ISBN: 0471248169 Publisher: John Wiley & Sons Pub. Date: 13 March, 1998 List Price(USD): $50.00 |
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Title: Building & Managing a World Class IT Help Desk by Bob Wooten, G. Robert Wooten ISBN: 007213237X Publisher: McGraw-Hill Osborne Media Pub. Date: 26 April, 2001 List Price(USD): $39.99 |
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Title: IT Problem Management by Gary Walker, Gary S. Walker ISBN: 013030770X Publisher: Prentice Hall PTR Pub. Date: March, 2001 List Price(USD): $39.99 |
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