SupportIndustry.com - Required Reading

Achieving IT Service Quality: The Opposite of Luck by Chris Oleson, Mike Hagan, and Christophe DeMoss

Many IT organizations suffer from poor system and service quality with costly consequences. Every day it seems there's a new media report of a system failure damaging a company's bottom line or reputation. Don't let your business be next. Achieving IT Service Quality demonstrates that achieving superior IT system results is the opposite of luck. Whether you currently employ a service quality framework such as ITIL or not, this book can help your organization.

[More About This Book] Mar-21-2010

The Napkin The Melon & The Monkey: How to Be Happy and Successful by Simply Changing Your Mind by Barbara Burke

As a customer service agent, Olivia has been trained to handle irate customers in a calm, professional manner. But one day she loses control and yells back. Terrified that she'll be fired, she seeks out Isabel, the call center's sage. The advice she receives from her wise mentor changes her life:

SODA (Stop. Observe. Decide. Act) -- a sure-fire formula for remaining calm in any situation

Unplugging -- a centuries-old practice to reduce anxiety and promote creativity

Aha!s -- 22 practical insights that become the framework for living a happy life

This modern-day fable shows us that the best way to reduce stress is to cultivate mindfulness.

[More About This Book] Mar-13-2010

Keeping Employees Accountable for Results: Quick Tips for Busy Managers by Brian Cole Miller

All managers want to hold their employees accountable for results, but few know how. Moving beyond the far-from-ideal annual performance review -- which only evaluates what has already occurred, and not what the manager wants to achieve -- Keeping Employees Accountable for Results contains checklists, how-tos, and other tools to manage performance on an ongoing basis. The book gives busy managers quick, step-by-step advice on: * Setting expectations * Monitoring progress * Giving feedback * Following through Light on theory and heavy on practical application, Keeping Employees Accountable for Results gives time-pressed managers the proven, practical information they need to help their people accomplish more.

[More About This Book] Mar-07-2010

Workforce Crisis: How to Beat the Coming Shortage of Skills And Talent by Ken Dychtwald

Unprecedented shifts in the age distribution and diversity of the global labor pool are underway. Within the decade, as the massive boomer generation begins to retire and fewer skilled workers are available to replace them, companies in industrialized markets will face a labor shortage and brain drain of dramatic proportions.

Ken Dychtwald, Tamara Erickson, and Robert Morison argue that companies ignore these shifts at great peril. Survival will depend on redefining retirement and transforming management and human resource practices to attract, accommodate, and retain workers of all ages and backgrounds. Based on decades of groundbreaking research and study, the authors present innovative and actionable management techniques for leveraging the knowledge of mature workers, reengaging disillusioned midcareer workers, and attracting and retaining talented younger workers.

[More About This Book] Feb-28-2010

Switch: How to Change Things When Change Is Hard by Chip Heath, Dan Heath

Change is not inherently frightening, but our ability to alter our habits can be complicated by the disjunction between our rational and irrational minds: the self that wants to be swimsuit-season ready and the self that acquiesces to another slice of cake anyway. The trick is to find the balance between our powerful drives and our reason. Through lively examples, the Heaths speak energetically and encouragingly on how to modify our behaviors and businesses.

[More About This Book] Feb-21-2010

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