Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks
Off
Help Desk Institute
Telecom Books
Communication
Skills
Call Center Monitoring
Bargain Books (50% off!)
 |
Motivating and Managing Help Desk
People by Dr. Robert A. Zawacki and Jimmie L. Zawacki, softcover, 30 pages, 1992, $12.95 |
Embodied in this little book are critical insights to what really motivates information systems help desk employees. The authors begin with an explanation of motivation theory and listing of the various personal and job motivators that can and will effect employee productivity.
What follows are the results and conclusions drawn from a study of IT help desk employees and how their motivations differ from other types of employees in your organization and other professions. Lastly, the authors include tools and exercises to help you get started in the analysis of your own help desk staff.
Table of Contents
- Motivation is a Concept
- Theories of Motivation
- Growth Need Strength (GNS)
- Improving Work
- Summary and Conclusions
Exercises
Appendix 1: Using the Feedback Checklist
Appendix 2: Feedback Checklist