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SupportWorld Live - Schedule Viewer

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.

Pre-6: HDI Support Center Team Lead

Rebecca Gibson  (Consultant, Gibson Learning and Performance)

Location: Vista Ballroom 202

Date: Tuesday, May 17

Time: 8:30 am - 3:30 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!

Takeaway

Participants will learn about:

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators