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Mastering IT support

Author : Cybellium Ltd
Publisher : Cybellium Ltd
ISBN 13 :
Total Pages : 167 pages
Book Rating : 4.8/5 (696 download)

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Book Synopsis Mastering IT support by : Cybellium Ltd

Download or read book Mastering IT support written by Cybellium Ltd and published by Cybellium Ltd. This book was released on with total page 167 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevate Your IT Support Career with "Mastering IT Support" In a world increasingly reliant on technology, the role of IT support has never been more critical. Organizations across the globe depend on skilled IT support professionals to keep their systems running smoothly. "Mastering IT Support" is your comprehensive guide to excelling in the world of IT support, providing you with the knowledge, skills, and strategies to become a trusted expert in the field. Your Path to IT Support Excellence IT support is more than just fixing technical issues; it's about empowering users, maintaining infrastructure, and ensuring seamless operations. Whether you're new to IT support or a seasoned professional looking to enhance your skills, this book will empower you to master the art of IT support. What You Will Uncover IT Support Essentials: Explore the fundamentals of IT support, including hardware and software troubleshooting, network basics, and user support. Customer-Centric Approach: Learn how to provide exceptional customer service, communicate effectively, and manage user expectations. Technical Skills: Develop hands-on technical skills to diagnose and resolve a wide range of IT issues, from software glitches to network connectivity problems. Problem-Solving Strategies: Discover effective problem-solving techniques and best practices for quickly and efficiently resolving IT incidents. IT Support Tools: Familiarize yourself with the tools and technologies used in IT support, including remote support software and diagnostic utilities. Career Advancement: Explore pathways for career growth within the IT support field and discover how mastering IT support can lead to exciting opportunities. Why "Mastering IT Support" Is Essential Comprehensive Coverage: This book covers a wide range of IT support topics, ensuring that you have a solid foundation in all aspects of the field. Expert Guidance: Benefit from insights and advice from experienced IT support professionals who share their knowledge and industry expertise. Career Enhancement: IT support is a dynamic field with numerous opportunities for career advancement, and this book will help you unlock your full potential. Stay Relevant: In an ever-evolving technology landscape, mastering IT support is vital for staying competitive and adapting to emerging technologies. Your Journey to IT Support Mastery Begins Here "Mastering IT Support" is your roadmap to excelling in the field of IT support and advancing your career. Whether you aspire to provide technical assistance, maintain IT infrastructure, or lead support teams, this guide will equip you with the skills and knowledge to achieve your goals. Don't miss the opportunity to become a trusted IT support professional. Start your journey to IT support mastery today and join the ranks of professionals who are shaping the future of technology support. "Mastering IT Support" is the ultimate resource for individuals seeking to excel in the field of IT support. Whether you are new to IT support or looking to enhance your skills, this book will provide you with the knowledge and strategies to become a trusted expert in the field. Don't wait; begin your journey to IT support mastery today! © 2023 Cybellium Ltd. All rights reserved. www.cybellium.com

Mastering Customer Success

Author : Jeff Mar
Publisher : Packt Publishing Ltd
ISBN 13 : 183546677X
Total Pages : 171 pages
Book Rating : 4.8/5 (354 download)

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Book Synopsis Mastering Customer Success by : Jeff Mar

Download or read book Mastering Customer Success written by Jeff Mar and published by Packt Publishing Ltd. This book was released on 2024-05-31 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business success Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business Ratchet up your understanding of building and operating dynamic and resilient CS organizations Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionThe rapidly evolving customer success landscape has left many Customer Success Managers (CSMs) struggling to keep pace with the complexities of this dynamic role. This Customer Success book bridges the gap by providing a comprehensive framework for mastering the essential skills required to excel. You’ll find out why the Customer Success function is indispensable today and gain expert insights into account segmentation, financial tiering, ideal customer profiles, and the complexity of customer engagement process design. You’ll then delve into playbook development, where you’ll find practical guidance for CSMs and Customer Success Operations Managers who want to improve their ability to drive desired business outcomes. Through insightful case studies, the authors illustrate their own experience of successful Customer Success implementation, showing you what it takes to exceed customer expectations with well-designed, proactive services. The journey doesn’t end there—it extends to highlighting the resilience required to build and operate successful Customer Success organizations. By the end of this guide, you’ll be equipped with the tactics and mindset necessary to stand out as a world-class Customer Success leader in your organization, driving growth at every turn.What you will learn Drive higher customer retention and expansion rates with a customer-centric strategy Understand the essential role of measurement in achieving service delivery excellence Recognize the importance of the human dimension in vendor-customer relationships in the age of AI Refine engagement models by incorporating observations of customer behavior Discover techniques for creating ideal customer profiles Leverage technology to boost business relevance of CSMs Identify how to drive successful customer outcomes through collaboration Who this book is for This book is for aspiring and established Customer Success professionals who want to learn how to develop and refine service delivery in customer engagements. Professionals embarking on a journey to excellence will be able to master the evolving business landscape of Customer Success and foster relationships with other internal organizations and external partners. A foundational understanding of business basics, typical B2B structures, and Customer Success concepts is necessary to get started. Intermediate to advanced customer engagement skills from customer-facing roles will prove useful.

Mastering Employee Onboarding

Author : LinCademy
Publisher : LinCademy
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Employee Onboarding by : LinCademy

Download or read book Mastering Employee Onboarding written by LinCademy and published by LinCademy. This book was released on 2023-12-13 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Mastering Employee Onboarding," a manual for an animated video-based course and an integral part of our HR 9-Book series entitled "Talent Management and Workforce Development," is your key to streamlined onboarding for increased productivity and employee satisfaction. Dive into purpose, preparation, checklists, program development, and post-onboarding strategies. Tailored for millennials, this guide unveils secrets to engage, mentor, allocate work, and set expectations. Elevate your onboarding game and unlock a workforce ready for success, a step-by-step guide supported by a practical case study. Chapters: Chapter 1 (Getting Started): Introduction sets the stage, outlining guide objectives. Chapter 2 (Onboarding Purpose): Delve into the significance of onboarding, exploring startup costs, anxiety, and realistic expectations. Chapter 3 (Onboarding Overview): Uncover the essence of onboarding, its value, and fostering a welcoming environment, supported by an essential first-day checklist. Chapter 4 (Preparing for Onboarding): Promote professional onboarding practices, ensuring clarity, strategic mentor designation, and effective training. Chapter 5 (Onboarding Millennials): Understand millennials, distinguishing their characteristics, and crafting tailored onboarding approaches, embracing authenticity, and informal settings. Chapter 6 (Onboarding Checklist): Navigate pre-arrival, arrival, first-week, and first-month onboarding checklists, ensuring a seamless and thoughtful onboarding journey. Chapter 7 (Checklist for Millennials): Tailor checklists specifically for millennials across pre-arrival, arrival, first day, first week, and first month. Chapter 8 (Developing the Onboarding Program): Build trust, foster communication, and understand the pivotal roles of HR and managers in the onboarding process, with key characteristics of engaged employees. Chapter 9 (Engaging Millennials): Explore creating an informal program, the power of one-on-one engagement, and the role of HR and managers in onboarding millennials. Chapter 10 (Post-Onboarding Support): Initiate early connections, nurture ongoing engagement, strategically schedule follow-ups, and understand the crucial responsibilities of mentors in the post-onboarding phase. Chapter 11 (Post-Onboarding for Millennials): Dive into one-on-one check-ins, regular follow-ups, scheduling considerations, mentoring dynamics. Chapter 12 (Setting Expectations): Define position requirements, recognize areas for enhancement, and communicate expectations verbally and in writing. Chapter 13 (Millennials Expectations): Explore specific instructions, fostering growth, verbalizing clear guidelines, and formalizing expectations for millennials. Chapter 14 (Resiliency and Flexibility): Understand resiliency, enhance mindset transformation, explore flexibility in recruitment and retention, and follow practical steps. Chapter 15 (Mentoring Millennials): Dive into active mentorship, successive mentoring, leveraging millennials' exploratory drive for success, and gain insights. Chapter 16 (Work Allocation): Establish guiding principles for work assignments, explore authoritative, apple-picking, and team collaboration methods. Chapter 17 (Work Allocation for Millennials): Tailor work allocation strategies for millennials, emphasizing clear structure, specific benchmarks, and nurturing dynamic work dynamics. Chapter 18 (Providing Feedback): Uncover qualities of effective feedback, tools for delivery, informal and formal feedback. Chapter 19 (Feedback for Millennials): Explore feedback attributes for millennials, leverage informal and formal feedback, and understand its significance. Chapter 20 (Wrapping Up): Summarize key takeaways, words from the wise, and outline next steps.

Mastering Technical Sales: The Sales Engineer’s Handbook, Third Edition

Author : John Care
Publisher : Artech House
ISBN 13 : 1608077446
Total Pages : 407 pages
Book Rating : 4.6/5 (8 download)

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Book Synopsis Mastering Technical Sales: The Sales Engineer’s Handbook, Third Edition by : John Care

Download or read book Mastering Technical Sales: The Sales Engineer’s Handbook, Third Edition written by John Care and published by Artech House. This book was released on 2014-07-01 with total page 407 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every high-tech sales team today has technical pros on board to “explain how things work,” and this success-tested training resource is written just for them. This newly revised and expanded third edition of an Artech House bestseller offers invaluable insights and tips for every stage of the selling process. This third edition features a wealth of new material, including new chapters on business-driven discovery, white boarding, trusted advisors, and calculating ROI. This invaluable book equips new sales engineers with powerful sales and presentation techniques that capitalize on their technical background—all spelled out step-by-step by a pair of technical sales experts with decades of eye-popping, industry-giant success under their belt.

Mastering Technical Sales: The Sales Engineer's Handbook, Fourth Edition

Author : John Care
Publisher : Artech House
ISBN 13 : 1630818739
Total Pages : 420 pages
Book Rating : 4.6/5 (38 download)

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Book Synopsis Mastering Technical Sales: The Sales Engineer's Handbook, Fourth Edition by : John Care

Download or read book Mastering Technical Sales: The Sales Engineer's Handbook, Fourth Edition written by John Care and published by Artech House. This book was released on 2022-04-30 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: This bestselling book -- now in its Fourth Edition – has become the gold standard for Sales Engineers, who engage on the technical side of the sales and buying process and are the people who know how everything works. It helps you navigate a complex and ever-changing technical sales environment and become an effective bridge-builder between the business/commercial interests and the technical details that support the sale. Written by one of the foremost experts in this field, the handbook presents everything you need to improve your skills and increase your value to the sales team. Chapters are written in a modular fashion so that you can choose topics most relevant to you at the moment – or follow them in order as they build upon each other and give you the complete A to Z on your role. Each chapter is short enough so that you can read through it in 10-15 minutes and apply the learning the next day. You’ll find actionable hints, case studies, and anecdotes illustrating the topics with lessons learned, both positive and negative. The book helps you: understand the unique role of the Sales Engineer, from the broad picture to the nuances of the job; develop skills needed to become a valuable consultant to your team and the customer team; utilize best practices for creating and completing winning RFPs; effectively integrate global practices into your day-to-day activities; increase your ability think on a more strategic level; become a trusted advisor to executive customers. With this completely updated and expanded edition of Mastering Technical Sales in hand, you will achieve a better win rate, experience higher customer satisfaction, hit revenue targets, and feel greater job satisfaction. Newly added and revised chapters guide you through today’s challenges, including the impact of the cloud and everything-as-a-service, new sales models (monthly vs. annual revenue commits), and the virtualization and automation that is now part of the Sales Engineer’s world. This book is a must-have resource for both new and seasoned Sales Engineers within tech software, hardware, mechanical, and civil engineering vendors, along with management and leadership in those organizations, and anyone who must present, demonstrate or sell hi-tech items for a living.

Mastering Customer Service: Strategies for Excellence

Author : Charles Nehme
Publisher : Charles Nehme
ISBN 13 :
Total Pages : 162 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Customer Service: Strategies for Excellence by : Charles Nehme

Download or read book Mastering Customer Service: Strategies for Excellence written by Charles Nehme and published by Charles Nehme. This book was released on with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to "Mastering Customer Service: Strategies for Excellence." Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights.

E-Money Mastery: 101 Techniques for Making Money Online

Author : Hseham Amrahs
Publisher : Mahesh Dutt Sharma
ISBN 13 :
Total Pages : 625 pages
Book Rating : 4./5 ( download)

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Book Synopsis E-Money Mastery: 101 Techniques for Making Money Online by : Hseham Amrahs

Download or read book E-Money Mastery: 101 Techniques for Making Money Online written by Hseham Amrahs and published by Mahesh Dutt Sharma. This book was released on 2023-12-31 with total page 625 pages. Available in PDF, EPUB and Kindle. Book excerpt: The internet has transformed our lives in remarkable ways, breaking down barriers and connecting people from every corner of the globe. Today, geographical boundaries are no longer limitations, and the possibilities for collaboration and earning money online are boundless. This book serves as a beacon, guiding you through the digital frontier, where innovation, creativity, and determination pave the way to financial success. In the era of digital dollars, opportunities abound for individuals to capitalize on their skills, knowledge, and interests. Whether you are an artist, a tech enthusiast, a wordsmith, or a social media maven, there's a digital platform waiting for you to unleash your potential. With determination, hard work, and a growth mindset, you can tap into the power of the internet to turn your passions into profitable ventures. The online world offers a diverse array of income streams, catering to a wide range of interests and talents. From launching your e-commerce empire to becoming a successful content creator, from providing virtual services to building online courses, there's a wealth of opportunities for you to explore. Each Chapter of this book unveils a new pathway to potential earnings, allowing you to uncover your niche in the digital marketplace.

Mastering Product Management: Strategies, Frameworks, and Innovations for Success

Author : Charles Nehme
Publisher : Charles Nehme
ISBN 13 :
Total Pages : 78 pages
Book Rating : 4./5 ( download)

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Book Synopsis Mastering Product Management: Strategies, Frameworks, and Innovations for Success by : Charles Nehme

Download or read book Mastering Product Management: Strategies, Frameworks, and Innovations for Success written by Charles Nehme and published by Charles Nehme. This book was released on with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: Product management is a multifaceted discipline that involves the strategic and tactical functions necessary to bring a product from conception to market and beyond. It bridges various domains, including engineering, design, marketing, sales, and customer support, ensuring that a product not only meets market needs but also aligns with the company's strategic goals. Key Aspects of Product Management Vision and Strategy: Vision: A product manager (PM) must develop a clear vision of what the product should achieve and how it fits into the company's overall mission. Strategy: This involves defining the product roadmap, setting long-term and short-term goals, and identifying key performance indicators (KPIs) to measure success. Market Research and Customer Insights: Understanding the target market and customer needs is crucial. This involves conducting market research, competitor analysis, and gathering customer feedback to inform product decisions. Product Development: Idea Generation and Validation: Brainstorming new ideas and validating them through customer feedback and market analysis. Design and Prototyping: Working with designers and engineers to create prototypes and iterate based on user testing. Development and Testing: Overseeing the product development process, ensuring that the product is built according to specifications and is rigorously tested. Go-to-Market Strategy: Positioning and Messaging: Defining how the product should be positioned in the market and developing clear messaging that resonates with the target audience. Launch Planning: Coordinating with marketing, sales, and other teams to plan and execute a successful product launch. Lifecycle Management: Managing the product throughout its lifecycle, from initial launch to growth, maturity, and eventual decline. This includes making decisions about product updates, pricing, and discontinuation. Cross-Functional Leadership: A PM acts as a bridge between various departments, ensuring alignment and effective communication across the organization. They must lead without formal authority, relying on influence and persuasion. Metrics and Analytics: Tracking and analyzing product performance through metrics and analytics. This data-driven approach helps PMs make informed decisions and iterate on the product. The Role of a Product Manager A product manager is often described as the "CEO of the product," though this analogy can be misleading. Unlike a CEO, a PM does not have direct control over most resources and must lead through influence and collaboration. Key responsibilities of a PM include: Defining the product vision and strategy. Gathering and prioritizing product and customer requirements. Working closely with engineering, sales, marketing, and support to ensure revenue and customer satisfaction goals are met. Ensuring that the product supports the company's overall strategy and goals. Skills Required for Product Management Successful product managers possess a blend of skills: Strategic Thinking: Ability to see the big picture and set long-term goals. Analytical Skills: Proficiency in data analysis to make informed decisions. Communication and Leadership: Strong interpersonal skills to lead cross-functional teams. Technical Knowledge: Understanding of the technical aspects of product development. Customer Focus: Deep empathy for customers and the ability to translate their needs into product features. Conclusion Product management is a dynamic and challenging field that requires a combination of strategic vision, technical acumen, and strong leadership skills. By understanding market needs and aligning them with company goals, product managers play a crucial role in driving the success of their products and, ultimately, the organization. Audience The audience for "Mastering Product Management: Strategies, Frameworks, and Innovations for Success" would typically include: Product Managers: Professionals responsible for overseeing the development, launch, and lifecycle management of products or services within organizations. Product Owners: Individuals tasked with defining and prioritizing product features and requirements to ensure alignment with business goals and customer needs. Entrepreneurs and Startup Founders: Those seeking to understand best practices in product development, market strategy, and innovation to drive growth and success. Business Leaders and Executives: Decision-makers interested in leveraging product management principles to enhance business strategy, innovation, and market competitiveness. Cross-Functional Teams: Professionals from disciplines such as marketing, engineering, design, and sales who collaborate with product managers to bring products to market successfully. Students and Academics: Individuals studying business, marketing, entrepreneurship, or related fields who want to deepen their knowledge of product management concepts and strategies. Consultants and Advisors: Experts providing guidance and insights to organizations on product strategy, innovation, and market positioning. The book aims to cater to a diverse audience interested in mastering the intricacies of product management, from foundational principles to advanced strategies and innovations driving success in today's competitive business landscape.

The Art of Connecting: Mastering Communication Skills for Work and Life

Author : Gaurav Garg
Publisher : Gaurav Garg
ISBN 13 :
Total Pages : 143 pages
Book Rating : 4./5 ( download)

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Book Synopsis The Art of Connecting: Mastering Communication Skills for Work and Life by : Gaurav Garg

Download or read book The Art of Connecting: Mastering Communication Skills for Work and Life written by Gaurav Garg and published by Gaurav Garg. This book was released on 2023-08-07 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: In our complex, fast-paced world, the ability to communicate effectively has never been more essential, or more challenging. Technology allows us to reach a global audience instantly, yet risks distancing us from the nuances of face-to-face human connection. Demands on our time and attention relentlessly erode focus. Diverse perspectives are heard, yet people retreat further into confirmation bias bubbles. Mastering communication requires continuously relearning the timeless principles of truly listening, building trust, choosing words carefully, and relating to others with empathy and clarity. This book delves deeply into the psychology, neuroscience, and social dynamics that enable us to break down barriers and biases to forge mutual understanding. Drawing upon decades of research across fields including linguistics, behavioral economics, organizational leadership, and intercultural relations, I detail proven techniques to become an engaging storyteller, active listener, skilled negotiator, persuasive speaker, and open-minded global citizen. This 360 degree mastery of communication elevates everything from your dinner conversations, to managing teams, delivering dynamic presentations, resolving conflicts, persuading customers, and succeeding in our increasingly complex multicultural world. Apply the lessons in this book to enliven personal connections, accelerate your career, lead high-performing teams, and drive change. Turn molded, transactional communication into rich bonds of meaning that create significance and impact. By internalizing these philosophies, you will communicate better today than yesterday, and better tomorrow than today. Join me on this profound journey of self-discovery, lifelong learning, and human connection.

Mastering Advanced Scrum

Author : Rituraj Patil
Publisher : BPB Publications
ISBN 13 : 9391030300
Total Pages : 457 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Mastering Advanced Scrum by : Rituraj Patil

Download or read book Mastering Advanced Scrum written by Rituraj Patil and published by BPB Publications. This book was released on 2021-08-19 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: Empower Your Agile Software Product Development Scrum Teams with Advanced Scrum Techniques KEY FEATURES ● Provides a complete overview of various Agile Frameworks, including the Scrum Framework. ● Covers numerous scenario-based examples and an in-depth explanation for Scrum Malfunctions and various Advanced Scrum Add-ons/Techniques. ● Includes visual illustrations for the Scrum-based Agile Way of Working and its associated various Advanced Scrum Add-ons/Techniques. ● Highlights real-time use-cases and experiences for various Advanced Scrum Add-ons/Techniques. DESCRIPTION This book emphasizes on the Advanced Scrum Add-ons/Techniques to be explored, applied, and utilized by the Scrum Teams to establish and improve a fully functional Scrum-based Agile Way of Working. Reading this book not only helps the Scrum Teams to encourage their overall responsibility, accountability, and ownership, but also guides them to become High-Performing Scrum Teams. The book contains numerous real-time use-cases and visual illustrations for various concepts of Scrum Framework, Scrum-based Agile Way of Working, and Advanced Scrum Add-ons/Techniques. It also gives an overview of Scrum Malfunctioning and various ways to prevent and correct it. This book acts as a handy reference for the Scrum Teams to make use of Advanced Scrum Add-ons/Techniques. These techniques include the overall Structure and Alignment of Scrum Teams, Scrum Roles, Working Agreements of Scrum Teams, Effective and Efficient Scrum Artifacts Management, Relative Estimation, Scrum Events, Advanced Engineering Practices, Technical Agility, Scrum Metrics, Scaling Scrum, and few other aspects of Scrum-based Agile Way of Working. After reading this book, the readers can look out for any malfunctions present within their Scrum Teams and apply the applicable Advanced Scrum Add-ons/Techniques to address such malfunctions. By applying these techniques, they can also address the scope for a continuous improvement under the Scrum-based Agile Way of Working of their Scrum Teams. WHAT YOU WILL LEARN ● Identify Scrum Malfunctions in Scrum Teams along with various preventive and corrective measures. ● Adopt Advanced Scrum Add-ons/Techniques and Best Practices for Scrum Roles, Scrum Artifacts, and Scrum Events. ● Learn to improvise the Structuring, Alignment, Collaboration, Communication, and Working Agreements of Scrum Teams. ● Utilize Advanced Engineering Practices to improve the Technical Agility of Scrum Teams. ● Measure Productivity, Quality, Competency, and Performance of Scrum Teams using Scrum Metrics. ● Explore Scaling Scrum approaches and the new Developments of Scrum Guide 2020. WHO THIS BOOK IS FOR This book is for Agile Enthusiasts, Agile Coaches, Scrum Practitioners, Scrum Masters, Product Owners, and for the Agile Software Product Development Scrum Teams having a basic know-how of the Scrum Framework and who want to implement various Advanced Techniques/Best Practices of the Scrum Framework to boost their Organizational Agility. TABLE OF CONTENTS 1. Fundamentals of Agile Software Development, Delivery, and Way of Working 2. Agile Frameworks 3. Overview of the Scrum Framework 4. Scrum Malfunctioning and Understanding the need for Advanced Scrum Add-ons 5. Introduction to Advanced Scrum Add-ons 6. Add-ons for Structuring, Collaboration, and Communication within Scrum Teams 7. Add-ons for Scrum Roles and Working Agreement within Scrum Teams 8. Add-ons for Effective and Efficient Product Backlog Management 9. Add-ons for Effective and Efficient Relative Estimation 10. Add-ons for Scrum Events 11. Add-ons for Advanced Engineering Practices and Technical Agility 12. Add-ons for Effective and Efficient Scrum Metrics 13. Add-ons for Scaling Scrum 14. Additional Advanced Scrum Add-ons 15. A Quick Reflection on Scrum Guide 2020

The AI Revolution in Customer Service and Support

Author : Ross Smith
Publisher : Pearson Education
ISBN 13 : 0138286655
Total Pages : 467 pages
Book Rating : 4.1/5 (382 download)

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Book Synopsis The AI Revolution in Customer Service and Support by : Ross Smith

Download or read book The AI Revolution in Customer Service and Support written by Ross Smith and published by Pearson Education. This book was released on 2024-07-16 with total page 467 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us

Mastering the Art of Sales Engineering

Author : Jeffrey Silver
Publisher : Packt Publishing Ltd
ISBN 13 : 1835880975
Total Pages : 316 pages
Book Rating : 4.8/5 (358 download)

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Book Synopsis Mastering the Art of Sales Engineering by : Jeffrey Silver

Download or read book Mastering the Art of Sales Engineering written by Jeffrey Silver and published by Packt Publishing Ltd. This book was released on 2024-09-30 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn from the authors' combined 35 years of field experience along with real-world examples and stories to advance your career in the highly coveted field of sales engineering Key Features Fully comprehend the responsibilities and core skills needed to become a successful sales engineer Gain deeper knowledge of sales and see how sales engineering plays a vital role in an organization’s success Start or grow your sales engineering career, avoiding pitfalls and focusing on strengths Purchase of the print or Kindle book includes a free PDF eBook Book Description Sales engineers often need to balance their technical expertise with the soft skills needed to close deals and build lasting client relationships. This book provides a framework for both senior engineers seeking professional growth and individuals just starting their sales engineering careers. This book draws from the authors’ extensive experience in this industry and as leaders in top high-tech companies, offering real-world insights and life lessons applicable to this specialized and in-demand industry. You’ll pick up the core disciplines a successful sales engineer should exemplify, along with mastering practical, day-to-day operational aspects. Within these chapters, you will learn the roles and responsibilities of a sales engineer, as well as adjacent roles within a sales team. You’ll also develop the skills needed to navigate complex sales cycles and exceed traditional expectations. This book covers various key aspects of sales engineering, including mastering communication techniques, navigating complex meetings, managing customer expectations, understanding legal matters, and handling administrative tasks. By the end of this book, you’ll have acquired advanced knowledge to excel as a world-class sales engineer and become a valuable member of your organization’s broader team. What you will learn Familiarize yourself with the different types of organizations employing sales engineers Gain insights into the crucial soft skills necessary for effective client interaction Discover best practices in working technical demonstrations and proof of concepts from start to finish Navigate important decisions related to the role and your work-life balance Understand ancillary topics that affect sales engineers, often not discussed openly or directly Who this book is for This book is for sales engineers. Whether you're a seasoned professional or just starting your career, it will help you fully understand the dynamics of your role and become a world-class SE sought after by top employers or move into management positions. Use this book as a manual, referring to it whenever you encounter the situations described within.

Mastering Cloud Security Posture Management (CSPM)

Author : Qamar Nomani
Publisher : Packt Publishing Ltd
ISBN 13 : 1837630704
Total Pages : 472 pages
Book Rating : 4.8/5 (376 download)

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Book Synopsis Mastering Cloud Security Posture Management (CSPM) by : Qamar Nomani

Download or read book Mastering Cloud Security Posture Management (CSPM) written by Qamar Nomani and published by Packt Publishing Ltd. This book was released on 2024-01-31 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strengthen your security posture in all aspects of CSPM technology, from security infrastructure design to implementation strategies, automation, and remedial actions using operational best practices across your cloud environment Key Features Choose the right CSPM tool to rectify cloud security misconfigurations based on organizational requirements Optimize your security posture with expert techniques for in-depth cloud security insights Improve your security compliance score by adopting a secure-by-design approach and implementing security automation Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionThis book will help you secure your cloud infrastructure confidently with cloud security posture management (CSPM) through expert guidance that’ll enable you to implement CSPM effectively, ensuring an optimal security posture across multi-cloud infrastructures. The book begins by unraveling the fundamentals of cloud security, debunking myths about the shared responsibility model, and introducing key concepts such as defense-in-depth, the Zero Trust model, and compliance. Next, you’ll explore CSPM's core components, tools, selection criteria, deployment strategies, and environment settings, which will be followed by chapters on onboarding cloud accounts, dashboard customization, cloud assets inventory, configuration risks, and cyber threat hunting. As you progress, you’ll get to grips with operational practices, vulnerability and patch management, compliance benchmarks, and security alerts. You’ll also gain insights into cloud workload protection platforms (CWPPs). The concluding chapters focus on Infrastructure as Code (IaC) scanning, DevSecOps, and workflow automation, providing a thorough understanding of securing multi-cloud environments. By the end of this book, you’ll have honed the skills to make informed decisions and contribute effectively at every level, from strategic planning to day-to-day operations.What you will learn Find out how to deploy and onboard cloud accounts using CSPM tools Understand security posture aspects such as the dashboard, asset inventory, and risks Explore the Kusto Query Language (KQL) and write threat hunting queries Explore security recommendations and operational best practices Get to grips with vulnerability, patch, and compliance management, and governance Familiarize yourself with security alerts, monitoring, and workload protection best practices Manage IaC scan policies and learn how to handle exceptions Who this book is for If you’re a cloud security administrator, security engineer, or DevSecOps engineer, you’ll find this book useful every step of the way—from proof of concept to the secured, automated implementation of CSPM with proper auto-remediation configuration. This book will also help cybersecurity managers, security leads, and cloud security architects looking to explore the decision matrix and key requirements for choosing the right product. Cloud security enthusiasts who want to enhance their knowledge to bolster the security posture of multi-cloud infrastructure will also benefit from this book.

Mastering Microsoft 365 and SharePoint Online

Author : Rodrigo Pinto
Publisher : Packt Publishing Ltd
ISBN 13 : 183546324X
Total Pages : 401 pages
Book Rating : 4.8/5 (354 download)

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Book Synopsis Mastering Microsoft 365 and SharePoint Online by : Rodrigo Pinto

Download or read book Mastering Microsoft 365 and SharePoint Online written by Rodrigo Pinto and published by Packt Publishing Ltd. This book was released on 2024-12-13 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock the full potential of Microsoft 365 and SharePoint Online to streamline collaboration, enhance productivity, and drive organizational efficiency in today's fast-paced digital landscape Key Features Tackle real Microsoft 365 and SharePoint challenges, from automating repetitive tasks and streamlining collaboration to boosting security Increase efficiency by optimizing workflows, automating processes, and managing your data with ease Master essential skills with step-by-step guidance on tenant configuration, document management, user permissions, and more Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMastering Microsoft 365 and SharePoint Online is an essential guide for businesses aiming to optimize operations and maintain a competitive edge. This comprehensive resource provides a systematic roadmap for navigating the complexities of Microsoft 365 and SharePoint Online, guided by enterprise architect and Microsoft 365 MVP Rodrigo Pinto, who is renowned for his innovative productivity-enhancing development strategies. Through real-world examples and expert insights, you'll learn how to create efficient workflows, manage user access, implement robust security measures, and leverage automation to streamline your processes. You’ll get to grips with using Power Automate, Power Apps, and Power BI to automate repetitive tasks, build custom applications, and visualize your data. This book focuses on SharePoint Online's role in document management and team collaboration, covering structure planning, processes, automation, implementing robust security measures, and maintaining compliance aligned with your business needs. It also provides strategies and case studies for migrating to Microsoft 365 and SharePoint Online and explores future trends and useful tips on implementation, collaboration, DevOps, Microsoft 365 development, and IT management. By the end of this book, you’ll acquire the necessary skills to maximize productivity, collaboration, and efficiency in your digital workspace.What you will learn Configure the Microsoft 365 platform to meet your organization's unique needs Create sites, document libraries, lists, and metadata to organize and manage your content within Microsoft SharePoint Online Use Power Automate and PowerApps to create efficient workflows and custom applications Implement robust security measures and compliance in line with industry regulations Plan and execute a successful migration to Microsoft 365 Adopt best practices for external collaboration, DevOps, Microsoft 365 development, and IT management Who this book is for This book is for business professionals, IT administrators, enterprise developers, and anyone with limited experience using these platforms looking to navigate the intricacies of Microsoft 365 and SharePoint Online to ensure maximum efficacy and productivity in their work. Basic familiarity with Microsoft 365 and SharePoint is required.

Mastering Software Project Management

Author : Murali Chemuturi
Publisher : J. Ross Publishing
ISBN 13 : 1604270349
Total Pages : 409 pages
Book Rating : 4.6/5 (42 download)

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Book Synopsis Mastering Software Project Management by : Murali Chemuturi

Download or read book Mastering Software Project Management written by Murali Chemuturi and published by J. Ross Publishing. This book was released on 2010-07-15 with total page 409 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project management software.

Trusting Technology

Author : Graham Binks
Publisher : Post Hill Press
ISBN 13 : 1642932736
Total Pages : 287 pages
Book Rating : 4.6/5 (429 download)

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Book Synopsis Trusting Technology by : Graham Binks

Download or read book Trusting Technology written by Graham Binks and published by Post Hill Press. This book was released on 2019-11-26 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: When we talk about the challenges of technology, we’re really talking about the challenges of improvement—the ways we change and the lessons we learn on our path to making things better. The challenge—and the opportunity—is that technology offers us so many options. It’s bemusing! What areas of our business do we focus on? How can we make them better? Trusting Technology is a handbook to help business leaders become centered in their focus, approach, and resilience with adopting and adapting technology. You will learn how to: • Generate, curate, and make ideas happen. • Better understand how to improve your customer’s journey. • Build a machine that connects your business’s community of customers and colleagues. • Nurture confidence in the face of change. • Create insights with the information that matters to your colleagues and customers. • Describe your security strategy in five minutes. • Capture your business’s special sauce to create new assets. • Navigate a course to your business future with rapid learning and minimalist change. • Master the art of estimation. • Benchmark your organization—any organization—as a tech business. • Build a platform to keep pace with the innovation needs of your business. • Find inspiration and build on the achievements of others. This vital conversation is not about the technology itself, but rather, the connections it enables and the change it imposes on our comfortably imperfect routine and environment. The means are not software code and hardware bits, but rather systems thinking, empathetic change, rapid learning, and adaptive planning. Trusting Technology is about the humanity of advancement feeding the advancement of humanity.

Mastering Simulation, Second Edition

Author : Janice C. Palaganas
Publisher : Sigma Theta Tau
ISBN 13 : 1948057336
Total Pages : 354 pages
Book Rating : 4.9/5 (48 download)

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Book Synopsis Mastering Simulation, Second Edition by : Janice C. Palaganas

Download or read book Mastering Simulation, Second Edition written by Janice C. Palaganas and published by Sigma Theta Tau. This book was released on 2020-06-16 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: Simulation can be a valuable tool in academic or clinical settings, but technology changes quickly, and faculty, students, and clinicians need to know how to respond. Understanding simulation scenarios and environments is essential when designing and implementing effective programs for interdisciplinary learners. In this fully revised second edition of Mastering Simulation, nationally known experts Janice Palaganas, Beth Ulrich, and Beth Mancini guide students and practitioners in developing clinical competencies and provide a solid foundation for improving patient outcomes. Coverage includes: · Creating simulation scenarios and improving learner performance · Designing program evaluations and managing risk and quality improvement · Developing interprofessional programs and designing research using simulation