Support Center Manager Certification

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This help desk training course presents best practice standards and skills that professionals need to successfully manage both strategic and tactical components of a help desk organization. In addition, the training seminar provides participants with an awareness and understanding of the Information Technology Infrastructure Library (ITIL) best practice framework and its application. After attending this training, participants will have a renewed vision for leading their support organization.

By participating in this course you’ll will learn to...

Build a support center strategy aligned with organizational needs
Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction
Calculate costs, reiterate value, and demonstrate a greater return on investment (ROI)
Use ITIL best practices to meet ongoing business challenges
Select the appropriate tools and technologies to maximize service delivery quality and efficiency of your help desk organization.
Implement training and retention programs and maintain high performance teams through mentoring
Use key performance indicators (KPI¡¯s)
Measure help desk support performance using metrics
Manage customer perceptions and build strong internal relationships
Promote and market the value of the support center to customers and across the organization
Who Should Attend
This training course is ideal for support center managers and supervisors who manage both strategic and tactical aspects of their organizations, and those seeking support center manager certification.

Certification provides help desk managers with advanced skills for delivering excellent support and customer care, as well as established and highly marketable skills that are valued by management. Becoming a certified Support Center Manager provides a career boost, and credentials that customers, peers, and management will respect.

...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

Effective Incoming Call Center Management
TOOLS AND METHODS FOR CALL CENTER MANAGERS
Measuring Call Center Effectiveness
Tools and Methods For Help Desk Managers
Telecom Essentials
Telecom Technology and Convergence
Introduction to Call Center Technology
Designing Six Sigma Call Centers
Implementing Six Sigma in Call Centers
Call Center Strategic Planning
Managing a Help Desk Improvement Project
Management and Leadership Skills for New Managers
Project Management
Monitoring and Coaching
Customer Support Team Leader Certification
Call Center Workforce Management
Call Center Agent Retention Strategies
Recruiting, Screening, and Hiring
Increase Call Center Employee Retention

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