A support center's strategy drives everything it does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. Learn how to satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.
What You Will Learn
- The characteristics of an effective support center manager
- How to create service level agreements (SLAs), operational level agreements (OLAs), and standard operating procedures (SOPs) to support the service catalog
- Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
- The relationships between IT service management processes
- The difference between and the importance of strategic, tactical, and operational planning
- The benefits and challenges of self-service technologies
- Processes for building and managing effective security policies
- Staffing models
- The value of outsourcing
- Tactics for screening, hiring, training, and managing high-performance teams
- The metrics and key performance indicators (KPIs) essential to performance reporting
Who Should Attend
Experienced technical support professionals who manage the day-to-day functions of a support operation, as well as those seeking to master critical performance and customer service strategies.