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.

If you're an experienced technical support professional who manages the day-to-day functions of a support operation, and if you're seeking to master critical performance and customer service strategies, this workshop is for you!

Takeaway

Participants will learn about:

• The characteristics of an effective support center manager
• Creating 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