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Provided by: Online Training Directory QPRT Suicide Risk Assessment and Training |
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Managers must master the tools and techniques for establishing the customer support center as the focal point for technology in the corporation. Whether implementing a new customer support center or rejuvenating an existing one, this course will present a renewed vision for leading the support team. Managers will discover how to promote the support organization to customers and management. They will learn the framework for a world-class customer support center, as well as how to build and retain a qualified team of professionals. This self-study course addresses the importance of managing the customer support center?s image and exceeding customer expectations by elevating customer care and professionalism.
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Course Description
Managers must master the tools and techniques for establishing the customer support center as the focal point for technology in the corporation. Whether implementing a new customer support center or rejuvenating an existing one, this course will present a renewed vision for leading the support team.
Managers will discover how to promote the support organization to customers and management. They will learn the framework for a world-class customer support center, as well as how to build and retain a qualified team of professionals. This self-study course addresses the importance of managing the customer support center?s image and exceeding customer expectations by elevating customer care and professionalism.
Help Desk Managers will learn to:
- Implement industry Best Practices
- Establish the value of the support center through the selection of technology and resources to maximize effectiveness
- Build a vital support team through innovative hiring, training and retention techniques
Prerequisites: Course delegates should be familiar with the basic concepts of a customer support center, its purpose and the primary tasks it performs. No previous customer support center management experience is required. Completion of the Certified Help Desk Professional? (CHDP) course is recommended.
The Interactive Study program includes the course manual and the self-study workbook. Webinars hosted by a Certified Master Instructor provide additional training. Tutor accessibility is available to course delegates via email.
Outcome
All outcomes are represented below and listed as Help Desk Activities that a student would be expected to demonstrate and engage in upon successful completion of this program.
Evolution of the Support Industry ? Support Models of the past ? Merging into a Knowledge Center ? Benefits of a Knowledge Center ? The Support Maturity Curve ? The Knowledge Center''s Role in the Business
Establishing the Value of the Support Center ? Effect Equals Cost ? Change Management?s Perception ? Understanding the Cost to Maintain the Organization ? Establishing the Value of the Support Center ? Return on Investment ? Find the Money
Framework for a World-Class Knowledge Center ? The Mission Statement ? Service Level Agreements ? Create a Service Level Agreement ? Standard Operating Procedures ? Creating Standard Operating Procedures ? Framework Alignment
Tools and Technology ? The Drive Towards an e>Support Knowledge Center ? e>Support Defined ? The Components of an e>Support Knowledge Center ? Case Management Software ? Knowledge Base Tools ? Telephony Technology Tools ? Other Customer Support Tools ? The E>Support Contact Engine ? Selecting Tools and Technology
The Physical Environment of a Support Center ? Structural Considerations ? Centralized Structure ? Decentralized Structure ? The Importance of Ergonomics
Staffing the Support Center ? Determining Staffing Levels ? Calculating Gross Staffing Model ? Recruiting and Hiring the Right Candidate ? Scheduling
Training ? The Importance of Training ? The Adult Learner ? Support Center Training Methods ? Improving your Training Process ? Measuring Training Effectiveness ? Evaluating Training Programs ? Motivation and Retention ? Building an Incentive Program
Managing a Successful Support Center Team ? Building a World-Class Team ? Effective Management Behaviors ? Understanding Your Current
Management Style ? Power-Based Management ? The Management Cycle ? Performance Metrics ? Defining and Understanding Metrics ? Reporting ? Call Monitoring and Quality Assurance ? Coaching a World-class Team ? Positive Progressive Discipline
Market the Support Center ? Importance of Marketing ? When to Market ? Who to Market To ? How to Market
Our self-paced curriculum lets you control when and where you get certified, with the same content as our traditional course. But don''t worry - you''ll have a tutor available to answer your questions throughout the course, and live bi-monthly Webinars conducted by STI Knowledge Master Instructors to Director''s have 8 WEEKS to take the certification test.
Contact Hours: 24
