Managers will discover how to promote the support organization to customers and management. They will learn the framework for a world-class customer support center, as well as how to build and retain a qualified team of professionals. This two-day course addresses the importance of managing the customer support center’s image and exceeding customer expectations by elevating customer care and professionalism.

Course Objective - In order to be successful, managers must understand their strategic role in the overall business strategy. What the manager does or does not do impacts the company. This class will show the manager how to demonstrate a greater return on investment (ROI), develop and maintain formal procedures for increased productivity and consistency, implement methodologies to improve first contact resolution, manage customer perceptions, and build strong internal relationships. Also addressed is how to choose appropriate technology to maximize effectiveness and how to design and implement programs for support staff retention.

Prerequisites - Students should be familiar with the basic concepts of a customer support center, its purpose and the primary tasks it performs. No previous customer support center experience is required. Completion of the Certified Help Desk Professional course is recommended.

Course Topics

Continuing Education - As a continuing education module, all Certified Help Desk Manager students will be able to select one of the two leading support industry video series: Re-engineering your Help Desk and Creating a Knowledge Center by Cliff Oxford or Journey to Help Desk Excellence by Pete McGarahan. The video series will teach you how to transform your Help Desk into a Knowledge Center. You will receive the tools necessary to build a world-class support organization and become the “CEO” of your support center.

Course Length - 2 Days

Fee - $1,495.00 (Includes Testing & Certification)