Written by Charles on April 17, 2009
Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader and strategically align the support center to the organization.
The HDI Support Center Manager course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.
What You Will Learn
- How to build a support center strategy that aligns with organizational needs
- Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
- How to calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
- ITIL best practices to meet ongoing business challenges
- Tools and technology that maximize service delivery
- Training and retention programs
- Mentoring for high performance teams
- Key performance indicators (KPIs) to measure support performance
- Ways to manage customer perceptions and build strong internal relationships
- How to promote and market the value of the support center across the organization
Who Should Attend
- Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations
- Those seeking HDI Support Center Manager certification.
Location:
20 Valleywood Drive
Unit 100
Markham, Ontario
L3R 6G1
Written by Charles on April 17, 2009
Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
The HDI Support Center Analyst course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
What You Will Learn
- How to assess customer business needs and exceed customer expectations
- Critical thinking skills to resolve incidents quickly and consistently
- Active listening skills and effective communication strategies
- How to identify and defuse challenging customer behavior
- Ways to create win-win interactions with customers, management, and team members
- An awareness of ITIL® processes
Who Should Attend
- Support staff who want to develop a knowledge and understanding of help desk and support center operations
- and those who are seeking HDI Support Center AnalystCertification.
Location: 20 Valleywood Drive, Unit 100 Markham
Written by admin on August 25, 2008
Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. For this reason, the support center manager must act as a support leader and strategically align the support center to the organization.
The HDI Support Center Manager course focuses on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization. Additionally, this course provides participants with a raised awareness and understanding of the ITIL® best practice framework and its application.
What You Will Learn
- How to build a support center strategy that aligns with organizational needs
- Formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
- How to calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
- ITIL best practices to meet ongoing business challenges
- Tools and technology that maximize service delivery
- Training and retention programs
- Mentoring for high performance teams
- Key performance indicators (KPIs) to measure support performance
- Ways to manage customer perceptions and build strong internal relationships
- How to promote and market the value of the support center across the organization
Who Should Attend
- Support center managers and supervisors who manage both the strategic and tactical aspects of their organizations
- Those seeking HDI Support Center Manager certification.
Written by admin on August 25, 2008
The support center team lead serves as the champion for the customer and the focal point for support center analysts. For this reason, a team lead must be customer focused, be able to drive change and process improvements, provide training, and deliver customer support.
The HDI Support Center Team Lead course is designed for support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities.
What You Will Learn
- Best practice standards for support center operations
- Effective leadership and management skills
- Fundamental team building and mentoring strategies
- Conflict and stress management skills
- An 8-step method for coaching team members
- How to evaluate team performance using support center metrics, quality assurance monitoring, and key performance indicators (KPIs)
- Knowledge management methods to improve productivity and increase employee and customer satisfaction
Who Should Attend
- Experienced support center analysts, supervisors, and team leaders who want to improve their management and leadership skills
- Those seeking HDI Support Center Team Lead Certification.
