Library

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Title of Book Author
10 Ways to Make it Great Gerbyshak, Phil
10 Ways to Make it Great Gerbyshak, Phil
212 Degrees; The Extra Degree Parker, Sam and Mac Anderson
212 Degrees; The 10 Rules for Creating a Service Culture Anderson, Mac
212 Degrees; The 10 Rules for Highly Effective Leadership Anderson, Mac
75 Cage-Rattling Questions to change the way you work Giovagnoli, Melissa and Dick Whitney
A Carrot a Day Gostick, Adrian and Chester Elton
A Journey Through OZ – The Business Leaders’ Road Map to Tracking Information Technology Assets Jesse, Chris
A Peacock in the Land of Penguins Gallagher, BJ and Warren H. Schmidt
A Whole New Mind Pink, Daniel H.
Attitude 101 Maxwell, John
An Enemy Called Average Mason, John
Attitude is Everything Hitzges
Becoming a Category of One – How Extraordinary Companies Transcend Commodity and Defy Comparison Calloway, Joe
Building Operational Excellence Allen, Bruce and Dale Kutnik
Called to Serve DePree, Max
Change is Good . . You Go First Anderson, Mac and Tom Feltenstein
Charging the Human Battery; 50 Ways to Motivate Yourself Anderson, Mac
Coach Carter Carter, Ken
Crucial Conversations Patterson, Kerry; Joseph Grenny; Ron McMillan and Al Switzler
Crucial Conversations Patterson, Kerry; Joseph Grenny; Ron McMillan and Al Switzler
Culturetopia Young, Jason
Customer Love Anderson, Mac
Customer Service for Dummies Leland, Karen and Keith Bailey
Customer Service Training 101, Second Edition Evenson, Renee
Customer Service Voodoo Caudle, Brandon
Eat That Frog Tracy, Brian
Effective Information Gathering Techniques Pearson, Randall S.
Effective Telephone Communication Skills Schiff man Melanson. Mia
Encore Effort – How to Achieve Remarkable Performance in Anything You Do Sanborn, Mark
Ergonomics – How to Make Your Workstation Work for You Rainwater, Holly
Every Monday Matters Emerzian, Mathew and Kelly Bozza
Find Your Strongest Life Buckingham, Marcus
First, Break All the Rules Buckingham, Marcus and Curt Coffman
Flipping the Switch Miller, John G.
FOCUS Series 1Q 2009 – Bridging the Gap to Your Customer Bryant, Mitch
FOCUS Series 2Q 2009 – Best Practice Methodology for Selecting Support Center Tools, Technologies, and Software Farver, Chris and Robert S. Last
FOCUS Series 3Q 2008 – The Sound of Quality: Best Practices in Call Monitoring Last, Robert S.
FOCUS Series 3Q 2009 – Without a Jacket: Good Practices in Implementing Virtual Employee Programs -Part One Last, Robert S.
FOCUS Series 4Q 2008 – Top 10 Leadership Strategies to Build an Exceptional Team Chimoff, Darien and Brandon Caudle
Foolproof Presentations Walker, T.J.
Four Seasons of Leadership Neidert, David
Frustration is Your Organization’s Best Friend Cole, Larry
Get Everyone in Your Boat Rowing in the Same Direction: 5 Leadership Principles to Follow So Others Will Follow You Boylan, Bob
Get to Write Policies, Procedures, and Tasks for Help Desk & Customer Support Centers Brigham, Ben
Go, Put Your Strengths to Work Buckingham, Marcus
Go, Put Your Strengths to Work Buckingham, Marcus
Good to Great Collins, Jim
Hardwiring Behaviors That Will Take Your Company to the Top: Results That Last Studer, Quint
HDI 2009 Conference – Audio CD Disc #1  KEYNOTES and Sessions 101-207
HDI 2009 Conference – Audio CD Disc #2  Sessions 208-407
HDI 2009 Conference – Audio CD Disc #3 Sessions 408-608
HDI 2009 Conference – Audio CD Disc #4 Sessions 609-813
HDI Support World –  July/Aug. 2009 – The Service Desk Balancing Act
HDI Support World – July/Aug. 2008 – Ten Things Your Support Center Should be Doing If IT Serves Global Customers
HDI Support World – May/June 2009 – Becoming a University Help Desk of Distinction
HDI Support World – Sept./Oct. 2008 – A Collaborative Model for the Support Center
Help Desk Manager’s Crash Course Gerbyshak, Phil and Jeffrey M. Brooks
How Full is Your Bucket? Rothe, Tom; and Donald O. Clifton
How to be a Successful Support Center Analyst – A Companion to the HDI Support Center Analyst Course Last, Robert S.
How To Establish and Maintain Service Level Agreements LaBounty, Char
How to Handle Difficult Customers Case, Gary and Patrice Rhoades-Baum
How To Survive Call Volume Spikes McGarahan, Pete
Human Sigma Fleming, John and Jim Asplund
It’s Your Ship Abrashoff, Jim
It’s Your Ship Abrashoff, Jim
Jesus on Leadership Wilkes, C. Gene
Keeping the Team Going Harrington-Mackin, Deborah
Knock Your Socks Off Answers – Solving Customer Nightmares & Soothing Nightmare Customers Anderson, Kristin and Ron Zemke
Leadership and Self-Deception – Getting out of the Box The Arbinger Institute
Leadership by the Book Blanchard, Ken; Bill Hybels and Phil Hodges
Leading at a Higher Level Blanchard, Ken
Leading Change Kotter, John P.
Learning to Dance in the Rain Anderson, Mac and BJ Gallagher
Love is the Killer App – How to Win Business and Influence Friends Sanders, Tim
Manage and Communicate Change Karten, Naomi
Managing Budgets Brookson, Stephen
Managing Teams Heller, Robert
Managing Teams – Expert Solutions to Everyday Challenges Harvard Review Press
Metrics Catalog Series: Volume 2, Understanding Cost Per Contact by Communication Channels HDI
Metrics Catalog Series: Volume 3, Calculating and Using Resolution Metrics HDI
Metrics Catalog Series: Volume 4, Implementing the Balanced Scorecard for Technical Support HDI
Motivating and Managing Help Desk People  Dr. Robert A. Zawacki ; Jimmie L. Zawacki
My Life, Ignored Hand, Rich
Never by Chance – Aligning People and Strategy Through Intentional Leadership Calloway, Joe, Chuck Feltz and Kris Young
Now, Discover Your Strengths Buckingham, Marcus and Donald O. Clifton
Optimizing Stress in the Support Center Braden Nordeman, Rebecca
Orbiting the Giant Hairball MacKenzie, Gordon
Overcoming Overwhlem: Thirty Days to Less Stress Schiffman Melanson. Mia
People People Christopher, Scott
Perfect Phrases for Dealer with Difficult People Benjamin, Susan
Perfect Phrases for Motivating and Rewarding Employees Diamond, Linda Eve and Harriet
Perfect Phrases for Writing Company Announcements Diamond, Linda Eve and Harriet
Primal Leadership Goleman, Daniel, Richard Boyatzis and Annie McKee
QBQ: The Question Behind the Question Miller, John G.
Results Rule Pennington, Randy G.
Revolutionizing Support Staff Training- One company’s strategy Weiss-Morris, Loretta
Rules of the Red Rubber Ball Carroll, Kevin
Shut Up, Stop Whining & Get a Life Winget, Larry
Strengths Finder 2.0 Rath, Tom
Stoke the Fire Within Adams, Charlie
Stop Being a Victim! LaBounty, Char
Stress for Success Loehr, James E.
Switch – How to Change Things When Change is Hard Heath, Chip and Dan
Take Time for Your Life Richardson, Cheryl
The 10 Natural Laws of Successful Time and Life Management Smith, Hyrum W.
The 100/0 Principle Ritter, Al
The 8th Habit Covey, Stephen R.
The Art of Possibility Zander, Rosamund and Benjamin
The Big Moo The Group of 33
The Cookie Thief Weisler, Kirk
The Customer Signs Your Paycheck Cooper, Frank
The Dip Godin, Seth
The Encore Effort – How to Achieve Remarkable Performance in Anything You Do Sanborn, Mark
The Dog Poop Initiative Weisler, Kirk
The Five Dysfunctions of a Team Field Guide Lencioni, Patrick
The Fred Factor Sanborn, Mark
The Go-Giver Burg, Bob and John David Mann
The How of Wow! Murphy, John
The Levity Effect Gostick, Adrian and Scott Christopher
The Magic Question Cottrell, David
The Metrics Reference Guide, A Reference Guide to the Balanced Scorecard Service Model HDI
The Next Generation Leader Stanley, Andy
The Nibble Theory and the Kernel of Power Jamison, Kaleel
The No Complaining Rule Gordon, Jon
The One Minute Manager Blanchard, Kenneth PH.D. and Spencer Johnson, M.D.
The One Thing You Need to Know Buckingham, Marcus
The Phoenix Project Kim, Gene, Kevin Behr and George Spafford
The Power of Full Engagement Loehr, Jim and Tony Schwartz
The Power of Intention: Learning to Co-create Your World Your Way Dyer, Dr. Wayne W.
The Power of Story Loehr, Jim
The Servant Hunter, James C.
The Seven Habits of Highly Effective People, Audio Tape Series Covey, Stephen R.
The Simple Truths of Service; Inspired by Johnny the Bagger Blanchard, Ken and Barbara Glanz
The Speed of Trust Covey, Stephen R.
The Strangest Secret Nightingale, Earl
The Talent Powered Organization Cheese, Peter, Robert J. Thomas and Elizabeth Craig
Think Big, Act Small Jennings, Jason
Thriving on Vague Objectives – A Dilbert Book Adams, Scott
Time Management Winwood, Richard I.
Total Leadership Friedman, Stewart D.
Understanding Customer Competence Levels : Your guide to efficient and effective support to calls Spalding, George
Up, Down, or Sideways – How to Succeed When Times are Good, Bad or In Between Sanborn, Mark
Who Moved My Cheese? Johnson, Spenser
Who Moved My Cheese? Johnson, Spenser
Work Like You’re Showing Off! Calloway, Joe
Work Like You’re Showing Off! Calloway, Joe
Working with Emotional Intelligence Goleman, Daniel
You Don’t Need a Title to Be a Leader Sanborn, Mark