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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Pre-1: HDI Support Center Director

Randy Celaya  (HDI Business Associate and President/Founder, The Coaching Bridge)

Date: Monday, May 1

Time: 8:30 am - 5:00 pm

Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only

Session Type: Training

Vault Recording: TBD

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!

What You'll Learn
  • 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
  • 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 and how to select the right leading and lagging indicators

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.