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Required Reading

Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson

Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction.
[More About This Book]   Sep-11-2011

 

Beyond the Lean Revolution: Achieving Successful and Sustainable Enterprise Transformation by Deborah J. Nightingale, Jayakanth Srinivasan

Based on years of research and implementation, "Beyond the Lean Revolution" provides a roadmap for achieving sustainable, bottom-line results, delivering value to stakeholders, and reaching that future vision. Filled with illuminating examples, the book moves well beyond traditional lean thinking, showing readers how to: ensure senior leadership commitment; assess the enterprise's current state; analyze stakeholder values; develop a future vision; and, create a plan for transformation. From inception to implementation and beyond, this book provides a holistic framework for bridging the gap from mere change to genuine transformation.
[More About This Book]   Sep-03-2011

 

Ghost in the Wires: My Adventures as the World's Most Wanted Hacker by Kevin Mitnick

Kevin Mitnick was the most elusive computer break-in artist in history. He accessed computers and networks at the world's biggest companies--and however fast the authorities were, Mitnick was faster, sprinting through phone switches, computer systems, and cellular networks. He spent years skipping through cyberspace, always three steps ahead and labeled unstoppable. But for Kevin, hacking wasn't just about technological feats-it was an old fashioned confidence game that required guile and deception to trick the unwitting out of valuable information.

Ghost in the Wires is a thrilling true story of intrigue, suspense, and unbelievable escape, and a portrait of a visionary whose creativity, skills, and persistence forced the authorities to rethink the way they pursued him, inspiring ripples that brought permanent changes in the way people and companies protect their most sensitive information.
[More About This Book]   Aug-21-2011

 

Brainsteering: A Better Approach to Breakthrough Ideas by Kevin Coyne & Shawn Coyne

Ideas. Whether the goal is to create a billion-dollar business, fix a broken process, reduce expenses, or simply find the perfect gift for that special someone, we all need a steady stream of breakthrough ideas -- and we've all learned from experience that traditional brainstorming doesn't generate them.

Brainsteering takes brainstorming and other outdated ideation techniques and "steers" them in a more productive direction by better reflecting the way human beings actually think and work in creative problem-solving situations. By introducing just the right amount of structure into the process, and asking just the right questions, Brainsteering has helped Fortune 500 companies, small not-for-profits, and individuals alike generate ideas they previously could never have imagined.
[More About This Book]   Aug-13-2011

 

Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars That Engage Customers by Ann Handley and C.C. Chapman

Blogs, YouTube, Facebook, Twitter, and other publishing platforms are giving everyone a "voice," including organizations and their customers. So how do you create the bold stories, videos, and blog posts that cultivate fans, arouse passion for your products or services, and ignite your business?

Content Rules equips you for online success with a one-stop source on the art and science of developing marketing content that people care about. This coverage is interwoven with case studies of companies successfully spreading their ideas online-and using them to establish credibility and build a loyal customer base.
[More About This Book]   Aug-07-2011

 

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