Sunday, March 30
This workshop focuses on the development and execution of strategic plans that will take your organization to the next level. Participants will discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.
This curriculum is recommended for seasoned technical service and support leaders who are responsible for an organization’s overall service delivery and provide strategic direction, financial accountability, and performance reporting.
Attendees will learn about:
Assessment strategies for the support center
Techniques for quantifying the support center’s value and maximizing return on investment (ROI)
A twelve-step process and decision matrix for selecting technologies and vendors
The requirements of an effective service catalog
Ways to align support strategies with the business’s goals and objectives
The workshop fee includes three days of instruction, the online certification exam, breakfast, lunch, and breaks.
Who should attend?
This course is designed for experienced technical support professionals who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, as well as those seeking to master critical performance and customer service strategies.