Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

Contact Us
Shipping Options

Certification Issues for Technical Support Professionals
by Edward G. Barrow and Patrice Rhoades-Baum, softcover, 24 pages, $19.95



Certification is a hot issue for technical support professionals.  Many vendor-specific certifications and professional development courses are available today, so you can learn the skills you need to be successful.  This small book addresses the multiple issues surrounding certification and suggests industry-related skills in which you should become proficient.

Table of Contents

  1. Certification and the support services industry
    • Industry dynamics lead to the desire for certification
      • Increased computing power creates need for support skills
      • Problem scaling and the need for "knowledge workers"
      • Outsourcing
      • Emergence of professional associations and resources
      • Emergence of tools for the industry
      • Information management
    • Benefits of certification
  2. Training topics for support professionals
  3. Technical support-related certifications and training
    • Vendor-specific programs
    • Certifications and training for technical, customer service, and related skills

The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 1997-2012  Resource Center for Customer Service Professionals  All rights reserved.
Last modified January 9, 2012