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StartDatesDurationCertification Exam IncludedPrice
Sunday 4/19-4/21 3 days Yes $2,299

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.

Course Includes

Instruction, online certification exam, breakfast, lunch, and breaks.

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