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.
Rebecca Gibson (Consultant, Gibson Learning and Performance)
Location: Vista Ballroom 202
Date: Monday, May 16
Time: 8:30 am - 5:00 pm
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only - Get your pass now!
Session Type: Pre-Conference Training
Vault Recording: TBD
Audience Level: Intermediate
The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer. In this workshop, participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of a team’s day-to-day operational activities. If you're a technical support professional seeking to develop fundamental management and leadership skills and master daily functions, like quality assurance, monitoring, coaching, and escalation, this workshop is for you!
Participants will learn about: