SupportWorld Live Schedule 2025
Pre-07: HDI Support Center Team Lead
Jeff Jensen (Founder and Principal, I Train IT Leaders LLC)
Location: Room 351
Date: Monday, May 19
Time: 8:30 am - 5:00 pm
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only - Get your pass now!
Session Type: Pre-Conference Training
Vault Recording: TBD
Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.
What You’ll Learn
- Understand how metrics can help you measure and achieve success
- The primary categories of contact center metrics
- Methods for driving buy-in and adoption of key performance indicators
- How to keep metrics evolving into your contact center’s future
Pre-registration is required to participate in this training. Contact [email protected]