Topics

Course Outline

1. The Support Center Past, Present, and Future
Successful Support Centers
2. Effectively Managing Your Support Center Support Center Manager Roles and Responsibilities Your Role as a Manager
Your Role as a Support Center Leader Code of Conduct and the Support Center Effective Communication for a Manager
Communicating Across Cultures Conflict Resolution and Negotiations Managing Stress Managing Time
Building Your Team Managing Organizational Change
3. Support Center Strategic Management The Strategic Perspective
Building Your Support Center Strategy Key Elements of Vision and Mission Statements The Support Center as a Business
IT Financial Management Quantifying Costs Metrics, Benchmarks, and KPIs – A Primer
4. Support Center Operations Management How is Support Center Infrastructure Determined? Service Delivery Methods
Telephony Infrastructure Service Management Systems
Self-Healing Technologies Selecting Your Support Center’s Technology
5. Developing Support Center Processes Foundations of Support Center Processes Service Level Management SLAs, OLAs, SOPs, and UCs
6. Service Support Processes Support and Restore Control and Release Service Delivery
7. Metrics and Quality Assurance Evaluating Support Center Processes Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs Measuring Customer Satisfaction
Continuous Improvement Quality Assurance Tools and Methods
8. Managing the Support Center Team People Management Workforce Management Staffing Sourcing Recruitment Retention Performance Management Professional Development Coaching
Training 9. Marketing the Support Center Why Market the Support Center? Benefits of Marketing the Support Center Challenges of Marketing the Support Center How to Market the Support Center
Marketing Opportunities