LEADER 01381nas 2200385-a 450 001 9910672208703321 005 20230321205537.0 035 $a(CKB)991042730721698 035 $a(CONSER)---92661032- 035 $a(EXLCZ)99991042730721698 100 $a19920911a19919999 --- - 101 0 $aspa 200 00$aLibertad y desarrollo$b[electronic resource] 210 $aSantiago, Chile $cInstituto Libertad y Desarrollo$d[1991- 215 $a1 online resource 300 $aTitle from cover. 311 08$aPrint version: Libertad y desarrollo. 0716-9418 (DLC) 92661032 (OCoLC)26576736 517 3 $aLibertad desarrollo 517 1 $aRevista libertad y desarrollo 606 $aEconomic history$2fast$3(OCoLC)fst00901974 606 $aSocial conditions$2fast$3(OCoLC)fst01919811 607 $aChile$xEconomic conditions$vPeriodicals 607 $aChile$xSocial conditions$vPeriodicals 607 $aCHILE$xCONDICIONES ECONOMICAS$vPUBLICACIONES PERIODICAS$2renib 607 $aCHILE$xCONDICIONES SOCIALES$vPUBLICACIONES PERIODICAS$2renib 607 $aChile$2fast 608 $aPeriodicals.$2fast 615 7$aEconomic history. 615 7$aSocial conditions 712 02$aInstituto Libertad y Desarrollo. 906 $aJOURNAL 912 $a9910672208703321 920 $aexl_impl conversion 996 $aLibertad y desarrollo$93045171 997 $aUNINA LEADER 04395nam 2200541 450 001 9910162759203321 005 20230422042222.0 010 $a1-119-17778-2 035 $a(CKB)111035898481558 035 $a(EBL)4041097 035 $a(SSID)ssj0000373618 035 $a(PQKBManifestationID)12131742 035 $a(PQKBTitleCode)TC0000373618 035 $a(PQKBWorkID)10440402 035 $a(PQKB)10084130 035 $a(MiAaPQ)EBC4041097 035 $a(EXLCZ)99111035898481558 100 $a20170826h19991999 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aHelp desk practitioner's handbook /$fBarbara Czegel 210 1$aNew York, New York :$cJohn Wiley & Sons, Inc.,$d1999. 210 4$dİ1999 215 $a1 online resource (329 p.) 300 $aIncludes index. 311 $a0-471-31992-9 327 $a""Table of Contents""; ""Title""; ""Copyright""; ""Dedication""; ""Preface""; ""Acknowledgments""; ""About the Author""; ""Note""; ""SECTION ONE: Expectations of the Business""; ""CHAPTER ONE: Roles""; ""In This Chapter""; ""Profitability Scale of a Company""; ""Roles You Play on the Help Desk""; ""Skills You Need on the Help Desk""; ""Checklist""; ""CHAPTER TWO: Focusing on the Business""; ""In This Chapter""; ""What Is Focus?""; ""Focus and Customers""; ""Focus and Senior Management""; ""Focus and Other IT Groups""; ""Focus, Success, and You""; ""Checklist"" 327 $a""SECTION TWO: Supporting the Help Desk Structure""""CHAPTER THREE: Structure""; ""In This Chapter""; ""Levels in a Help Desk Structure""; ""Relationships between Support Levels""; ""Making Distributed Help Desks Work""; ""Consolidating Help Desks""; ""Your Career""; ""Checklist""; ""SECTION THREE: Managing Problems""; ""CHAPTER FOUR: When Problems Become Dangerous""; ""In This Chapter""; ""The Out-of-Control Problem Cycle""; ""Keeping or Regaining Control""; ""Avoiding Common Support Mistakes""; ""Focus, Structure, and Tools""; ""Priorities and Procedures"" 327 $a""A Cycle of Evaluation and Improvement""""Checklist""; ""CHAPTER FIVE: Listening to Resolve and Prevent Problems""; ""In This Chapter""; ""The Communication Process in Problem Solving""; ""What Is Listening?""; ""Negative Filters""; ""The Challenges of Listening in a Help Desk Environment""; ""Positive Listening Habits""; ""Checklist""; ""CHAPTER SIX: Getting and Giving Information""; ""In This Chapter""; ""The Cycle of Information Exchange""; ""Delivering Your Message""; ""Questioning""; ""The Impact of Effective Information Exchange""; ""Checklist"" 327 $a""CHAPTER SEVEN: Proactive Problem Control""""In This Chapter""; ""Understanding Customer Needs""; ""Early Warning Systems""; ""Dandelions and Layered Strategies for Problem Control""; ""Maintaining an Improvement Cycle""; ""Checklist""; ""CHAPTER EIGHT: Using Tools""; ""In This Chapter""; ""An Overview of Tools""; ""Getting the Most out of the Internet""; ""Getting the Most out of Your Help Desk Management System""; ""Getting the Most out of Knowledge Bases""; ""Communication Made Easy""; ""Making Customers Self-Sufficient""; ""Checklist"" 327 $a""SECTION FOUR: Understanding the Business of Help Desks""""CHAPTER NINE: Everything You Need to Know about Performance""; ""In This Chapter""; ""Components of Performance""; ""A Moving Picture""; ""Different Perspectives""; ""Why Is Everyone So Interested in ROI?""; ""Measuring How Effectively You Handle Calls""; ""How Proactive Are You?""; ""A Summary""; ""Checklist""; ""CHAPTER TEN: Cost Justification Made Easy""; ""In This Chapter""; ""Come Back Here!""; ""Why Do You Need a Cost Justification?""; ""The Three Secrets""; ""The Formula""; ""A Word about the Examples"" 327 $a""Example A: Justifying Training"" 606 $aComputer industry$xCustomer services$xManagement 606 $aElectronic office machine industry$xCustomer services$xManagement 615 0$aComputer industry$xCustomer services$xManagement. 615 0$aElectronic office machine industry$xCustomer services$xManagement. 676 $a004.0688 700 $aCzegel$b Barbara$f1953-$01234323 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910162759203321 996 $aHelp desk practitioner's handbook$92867179 997 $aUNINA LEADER 01580nam 2200409I 450 001 9910702737503321 005 20150223141713.0 035 $a(CKB)5470000002430825 035 $a(OCoLC)903908679 035 $a(EXLCZ)995470000002430825 100 $a20150223j201408 ua 0 101 0 $aeng 135 $aurmn||||||||| 181 $2rdacontent 182 $2rdamedia 183 $2rdacarrier 200 10$aUsing whole-house field tests to empirically derive moisture buffering model inputs /$fJ. Woods [and three others] 210 1$aGolden, CO :$cNational Renewable Energy Laboratory,$dAugust 2014. 215 $a1 online resource (ix, 41 pages) $ccolor illustrations 225 1 $aNREL/TP ;$v5500-62456 300 $aTitle from title screen (viewed Dec. 15, 2014). 300 $a"Technical report." 300 $a"August 2014." 320 $aIncludes bibliographical references (pages 36-37). 517 3 $aUsing whole house field tests to empirically derive moisture buffering model inputs 606 $aDwellings$xMoisture$zFlorida$zCocoa$xTesting 606 $aInterconnected electric utility systems$zFlorida$zCocoa$xAutomation 615 0$aDwellings$xMoisture$xTesting. 615 0$aInterconnected electric utility systems$xAutomation. 700 $aWoods$b J.$01385944 712 02$aNational Renewable Energy Laboratory (U.S.), 801 0$bGPO 801 1$bGPO 906 $aBOOK 912 $a9910702737503321 996 $aUsing whole-house field tests to empirically derive moisture buffering model inputs$93434437 997 $aUNINA