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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-1: HDI Support Center Director

Randy Celaya  (President and Founder, The Coaching Bridge)

Location: Grand Ballroom 106

Date: Tuesday, May 17

Time: 8:30 am - 3:30 pm

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only - Get your pass now!

Session Type: Pre-Conference Training

Vault Recording: Not Recorded

Audience Level: Advanced

This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants 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.

If you're a seasoned technical service and support leader who's responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting, this workshop is for you!

Takeaway

  • Assessment strategies for the support center
  • How to quantify your support center’s value and maximize return on investment (ROI)
  • A twelve-step process and decision matrix for selecting technologies and vendors
  • The requirements of an effective service catalog
  • How to align support strategies with business goals and objectives
  • Knowledge management processes that can save you time and money
  • Strategies for workforce management, coaching, team building, and succession planning
  • How to justify a service improvement project (SIP) with a business case
  • The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
  • How to select the right leading and lagging indicators