Resources & Links

	Resources:
		Client Service Rated as Poor, by Roberto Rocha of the Montreal Gazette, January 8, 2008. This article includes Donna Earl's insights on dealing with difficult and abusive customers.
		It's Not About the Byte: Creating a Human Help Desk, by Paul Chin, Sept. 25, 2006. Donna Earl contributed to this informative article about the need for basic social and interpersonal skills required for Help Desk Agents.
		Leading High-Performance IS Teams report from Gartner Group -- Donna Earl was a contributing consultant for this report. To purchase the report, go to www.gartner.com, then enter "Leading High-Performance IS Teams" in the Search Research box at the top. Select the November 2002 result titled "Leading High-Performance IS Teams".
	Links:
		Gartner Group -- research regarding management, organizations, economy, technology.
		TARP -- Customer service research studies and papers.
		Institute of Directors -- Research and information on international management issues.
		The Summit Circuit -- Information for contact centers regarding site location, technology, and contact center research
		National Speakers Association
		HelpDesk.com -- Help Desk Resources and information
		Customer Service Resource Aid -- Free newsletters, articles and other customer service resources.
		Customer Service Resources - Free list of customer service resources.
		Association of Call Center Managers
		SACS Pre-Employment Screening and Call Center Management Consultant -- Predictive call center software for pre-employment screening, agent selection and retention.
		Staffing Software, Recruiting Software -- Automated Business Designs features applicant tracking staffing software and recruiting software.
		Recruitment Process Outsourcing -- Blue Square provides recruitment process outsourcing (RPO), Internet research and candidates sourcing services in the global recruitment market place at an affordable cost.
		Goto-Silicon-Valley.com -- The premier directory of Silicon Valley and San Francisco Bay Area resources
		Officefile Business Directory
		Internet Web Directory - The Internet's fastest growing directory of the best web sites, including links to training and education sites. Fully searchable and upgraded regularly.
		Corporate Culture - Organizational Culture Center helps to develop high performance corporate culture and organization leadership. They provide consulting and coaching to understand workplace culture and workshops for cultural enhancements.
		Java Certification -- Sun Java certification practice exams to help achieve Java certification
		MCSE training - Get certified with MCSE certification from Microsoft
		Whizlabs linux certification training
		The Mouse Training Company - IT Training Course Provider based in London, providing training both on-site and at their training centre.
		Microsoft Project Training in London and UK wide - Introduction to advanced courses and customized training in MS Project, led by Microsoft qualified instructors.
		Financial Training London - London School of Business and Finance (LSBF) offers a range of innovative education programs and professional education courses.
		Adobe Photoshop Training - Computer training CDs and software tutorials including Photoshop tutorials, MCSE training, A+ certification training, Cisco training & Adobe training.
		SEO Training Courses for beginners and advanced - Providing individual and corporate SEO training service.

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