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Support World Live

SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

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Pre-2: HDI Support Center Manager

Doug Tedder  (Principal Consultant, Tedder Consulting LLC)

Location: Room 102

Date: Monday, April 29

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: Training

Vault Recording: TBD

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.