This is my favorite ITIL white paper. It is concise, well written, easy to read and manages to summarize ITIL into a concept that is finally understandable for the masses. If you’ve ever gone digging trying to understand what ITIL is, how it may apply to your organization and how one begins to look at implementing the concepts then you already know what I mean.

Whether it is co-workers, your boss or various types of irate customers it is always good to develop skills to manage difficult personalities and situations. This white paper has some great tips to help you on your way.

A great little introduction into multiple call center agent training concepts that can all be applied to create a robust training methodology in your organization. Includes some great tips on how to avoid mistakes and get the most out of your efforts.