• Clear, Correct, Concise E-Mail is a writing workbook for customer service agents who answer e-mail queries.

• Building & Managing A World Class IT Help Desk

• IT Services Costs, Metrics, Benchmarking and Marketing

• The Art of Software Support

• Help Desk Practitioner's Handbook

• The Call Center Dictionary : The Complete Guide to Call Center and Help Desk Technology and Operations

• An Introduction to Reliability and Maintainability Engineering

• Reliability-Centered Maintenance

• The Complete Help Desk Guide

• A Guide to Customer Service Skills for the Help Desk Professional

• Running an Effective Help Desk, 2nd Edition

Business Books, in Association with Amazon.com

• The Business of Winning. by Evangelista, Highly Recommended

• Jack: Straight from the Gut

• Good to Great: Why Some Companies Make the Leap... and Others Don't

• The Goal: A Process of Ongoing Improvement  

• Raving Fans : A Revolutionary Approach to Customer Service  

• The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance

• Next: The Future Just Happened

• First, Break All the Rules : What the World's Greatest Managers Do Differently 

• The Essential Drucker: In One Volume the Best of Sixty Years of Peter Drucker's Essential Writings on Management  

• The Innovator's Dilemma: The Revolutionary National Bestseller That Changed The Way We Do Business  

• Managing Transitions : Making the Most of Change  

• The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment  

• Built to Last  

• Practice What You Preach : What Managers Must Do to Create a High-Achievement Culture