December 2016:  All books in our library are currently for sale with all proceeds donated to charity. Books are $5.00 and Focus Books are two for $1.00.  Books will be available at our chapter meetings for purchase or contact us for details.
BOOKS
HDI FOCUS SERIES PAMPHLETS
  • The Knowledge Management Maturity Model Striving for Knowledge Centered Support
  • HDI Focus Series – Managing Stress
  • Beyond Customer Service
  • Building Bridges – Using Thinking Styles to Facilitate Communication
  • HDI Focus Series –Value Driven Leadership
  • The Service Catalog
  • Disaster Recovery For the Help Desk
  • How To Handle Difficult Customers
  • How to Measure Satisfaction
  • How to Survive Call Volume Spikes
  • Basic Support Writing Skills
  • Inspiring Customer Loyalty
  • Why Web Based Customer Support
  • Revolutionizing Support Staff Training
  • The Help Desk Contribution to Corporate Benchmarking
  • 360 Hiring Retention and Career – Pathing
  • Customer Service Skills for Technical Support Professionals
  • Optimizing Stress in the Support Center
  • How to Give Meaningful Feedback to Increase Motivation and Productivity
  • Managing the Implementation of New Support Systems
  • Communications Skills
  • Understanding the Business Value of Customer Service Skills in Technical Support
  • Ergonomics
  • The Sound of Quality
  • How to Design and Write Effective Surveys
  • Effective Information Gathering Techniques
  • How to Select and Use Outsource Services for your Help Desk
  • How to Establish and Maintain Service Level Agreements
  • How to measure Customer Satisfaction
  • Get to the Point
  • Overcoming Overwhelm: Thirty Days to Less Stress
  • The Role of the Service Desk in Configuration Management
  • Stop Being a Victim
  • Principles of Effective Leadership
  • Best Practice Methodology for Selecting Support Center Tools, Technology and Software
  • Bridging the Gap to your Customer
  • Implementing Service and Support Management Processes: A Practical Guide