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Basel II Complete Certification Kit - Core Series for IT By Ivanka Menken
Paperback: $299.95
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Explore the latest financial IT trend created to regulate and control risks faced by financial organizations. Get a head start and explore the concepts surrounding Basel II tools and techniques, and... More > the way in which they assist capital banks to manage everyday financial risks. Become a valued member of your organization by learning the benefits and advantages of implementing Basel II, and the ways in which capital banks use its technology to set aside adequate capital for protection. This certification validates that you know specific methods, models, and/or tools. The industry is facing a bold, new world with the amazing developments of Basel II, and the challenges and the opportunities this presents are unprecedented. The Basel II Complete Certification Kit serves as a complete introductory guide for anyone looking to grasp a better understanding of Basel II concepts and their practical application in any environment.< Less
Customer Service Expert Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience By Ivanka Menken
Paperback: $199.95
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This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and... More > managers. More than six out of ten people employed in customer-facing sales and service roles say that their manager’s behavior towards them affects the level of customer service they deliver. The behavior of line management has a direct impact on the quality of service and brand experience that is extended to customers. It is time for a change. This book gives practical, concise help for delivering exceptional customer service: the book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.< Less
Organizational Behavior and Leadership Management Essentials - Second Edition By Ivanka Menken
eBook (PDF): $5.99
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This masterfully crafted introduction provides balanced coverage of all the key elements comprising the discipline of OB, in a style that readers will find both informative and interesting. This... More > includes not only traditional topics such as personality, motivation, and leadership; but also cutting-edge issues such as Change Management, Trust Building, Reward systems, and KPI's for people participating in any group or organizational activity.< Less
ITIL Practitioner Agree and Define (IPAD) All-in-one SLA Exam Guide and Certification Work book; Define, Implement, Manage and Review Service Level Agreements with Service level Management and Financial Management By Ivanka Menken
eBook (PDF): $49.95
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Fully revised for the latest exam release, this authoritative volume offers thorough coverage of all the material on the IPAD exam. Written by a renowned IT Service Management expert and ITIL... More > Manager, this guide features complete details on all exam domains. Inside, you'll find learning objectives at the beginning of each chapter, exam tips, practice questions, and in-depth explanations. IPAD All-in-One Exam Guide, will not only help you pass the test, but also be your essential on-the-job reference. IT Service Management Practitioner: SLA, Agree and Define (based on ITIL®) covers the essential planning, monitoring and optimizing skills required to qualify as a professional who specializes in the Agree and Define processes. It covers SLA, Service Level Management and Financial Management processes.< Less
Organizational Behavior and Leadership Management Essentials - Second Edition By Ivanka Menken
Paperback: $26.51
Ships in 3-5 business days
This masterfully crafted introduction provides balanced coverage of all the key elements comprising the discipline of OB, in a style that readers will find both informative and interesting. This... More > includes not only traditional topics such as personality, motivation, and leadership; but also cutting-edge issues such as Change Management, Trust Building, Reward systems, and KPI's for people participating in any group or organizational activity.< Less
Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk By Ivanka Menken
eBook (PDF): $49.95
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The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide... More > front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."< Less
Getting Results: The Project Management with PRINCE2 and PMBOK Delivery Guide By Ivanka Menken
Paperback: $46.00
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The Project Management book that makes sense - Many Project Management books run the gamut from dry, cryptic, academic works to overly simplistic. This is the first book you'll use that is... More > appropriate for both seasoned PM's and those new to the discipline. The format is great. For someone new to Project Management it has a logical, step by step flow backed up with relevant visuals and great templates. For the more seasoned PM it is a treasure trove of problem-solving techniques, examples and blue prints. The 70 Supporting documents, mind maps and assessments will help you identify the areas within your organization that require the most activity in terms of change and improvement. They underpin concepts initially covered within the 7 presentations in the book, and go into lots more detail to guide you in your Project Management maturity.< Less
Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations With Help Desk, Call Center, Support Center and Service Desk By Ivanka Menken
Paperback: $49.95
Ships in 3-5 business days
The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you.... More > They want to reach you via email, IM, text, and more. And simply “taking” calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. This book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.< Less
Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk By Ivanka Menken
Paperback: $49.95
Ships in 3-5 business days
The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide... More > front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."< Less
The Business Process Management Guide: Practical Methodology and Guidelines to Successful BPM Implementation and improvement By Ivanka Menken
Paperback: $49.95
Ships in 3-5 business days
This extensive BPM resource is truly unique and like no other. It provides step-by-step guidelines on how to actually do BPM projects. The framework gives confidence that all aspects will be... More > addressed during a project. The content addresses precisely the type of issues which organizations are struggling with. This book is very pragmatic, highly recommended and filled with useful tools and checklists. Many organizations are looking to improve their understanding with regards to aligning their business processes, and as a result are looking to implement/improve the Business Process Management process, as an overall improvement to the structure and quality of the organization. This is where the Business Process Management Guide provides you with useful guides, blueprints and templates covering Introduction Business Process Management, BPM & Workflow Software, Avoiding Disaster – Your first BPM Project, Value & Benefits and more.< Less