Without a Jacket: Good Practices in Implementing Virtual Employee Programs, Part Two
While virtual employment is growing in popularity in all sectors of the global economy, what is often overlooked is the ...
Without a Jacket: Good Practices in Implementing Virtual Employee Programs, Part One
With the explosion of the global economy and information technology it is now possible for a knowledge worker to work, l...
Glossary of Support Center and Service Desk Terms
This year's Glossary of Support Center and Service Desk Terms is a major revision of the Glossary of Support Center ...
Project Management Essentials: A Guide for IT Service and Support Professionals
In Project Management Essentials, Maurey Wolk sets a simple goal: "To provide a useable, structured process that wi...
It's Not Just the Numbers: Performance Management for Support Teams
In It's Not Just the Numbers: Performance Management for Support Teams, Mike Hanson tackles the complex world of gat...
Transforming Your People Resources - A Continual Learning Approach
In this "Focus On" publication, Paul Dooley draws the parallel between continual process improvement and conti...
How to Handle Customer Complaints
Customer complaints are important to any business and you should encourage your customers to share them. But you must ...

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