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
Performance Management
Professional Development
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.

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WOOCS 1.1.8
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