CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

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-2: HDI Support Center Manager

Doug Tedder  (HDI Business Associate and Principal Consultant, Tedder Consulting LLC)

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: Intermediate/Advanced

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!

What You'll Learn
  • The characteristics of an effective support center manager
  • The relationships between IT service management processes
  • The difference between and the importance of strategic, tactical, and operational planning
  • Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
  • Processes for building and managing effective policies
  • 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

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