The Art of Managing a Tech Support Center

A 2 day hands-on workshop presented by Bill Rose

Agenda Topics

Day 1

Defining the lifecycle of a service request from front end to back end

·      Modes of case creation; Phone, email & web – What’s the difference?

·      Understanding tiered support models

·      The importance of call logging and queuing

·      Backlogged issues – Why we have them and how we deal with them

·      Status reporting for open issues

Metrics & Measurements that matter for a tech support operation

·      What we need to measure to drive the tech support engine

·      Reporting & feedback delivery

·      Dashboards that keep us informed

·      Dealing with data – what does all this mean?

·      Upper management reporting

Focusing on Response & Resolve Times to deliver the best service ever

·      The 3 biggest factors in customer sat

·      Definition of Response time

·      The importance of resolve time

·      Understanding the Resolution Management Index

·      Improving CSAT by pushing the right buttons

Unraveling the mysteries of service technologies such as, CRM, KB, ACD, CTI, IVR, and SBR to improve overall effectiveness

·      What do all of these acronyms mean?

·      What is service automation and how can it improve efficiencies

·      This sounds very expensive – How much does this stuff cost?

·      How do I choose the best service technology products?

·      What are the best places to find new technologies for tech support

Self Service Success Factors that customers will love

·      Define self service and why is it so important

·      Transitioning customers to the web

·      Measuring your online service effectiveness

·      What are the best in class doing to service customers online?

·      The true benefits to customer self service

Herding Cats: The challenges in managing service people

·      The greatest challenge will come from

·      What makes a great tech support rep?

·      Recruiting, hiring, training and retaining top talent

·      Career planning for your people

·      Understanding informal leaders and their affect on your success

Understanding the True Value of Customer Satisfaction vs. Loyalty vs. Net Promoter Score (NPS)

·      CSAT – How we measure it and what it means to your success

·      Are customers really loyal?

·      Understanding NPS and applying it to services

·      Measuring customer “sentiment” as a key indicator of success

·      Dealing with dissatisfied customers

Day 2

Taking charge of your career in technology services management

·      Career planning for yourself

·      The value in establishing “mentors”

·      Taking responsibility for your own future

·      Why don’t we have Chief Services Officers?

·      What do great leaders have in common?

How to be effective when dealing with different departments outside of service, such as, sales, product development, and training

·      The value of building relationships outside of services

·      Selling the service story to sales

·      Getting what you need from product development

·      Gaining respect for tech support

·      Developing a PR plan for support

Understanding the impact of Social Media & Cloud computing to the service delivery model

·      Social Media success stories

·      The value of social media to your company

·      Cloud, SaaS, and managed services – What’s the difference?

·      On premise vs Cloud computing – How does service change

·      Service revenues and Cloud delivery models

Understanding the business value of tech support to your company

·      How big is the business of tech support?

·      What value do services bring to product companies?

·      How do we make money in tech support?

·      How does the maintenance agreement work?

·      What is the importance of CSAT to revenue generation?

What are Value Added Services and how can you develop them

·      Not upselling or cross-selling

·      Adding value to services protects revenues

·      New & exciting services we never delivered before

·      Product packaging for services

·      Selling services is essential

What is the Future of Tech Support and how can you prepare for it?

·      Where are we headed in the next 5 years?

·      Will there be a need for tech support in the next 10 years?

·      Establishing personal career goals

·      Getting wired in the industry

·      Setting your course for the future

Benefits of attending

·      Everything you need to know to manage a tech support center

·      Jam packed with industry benchmark data and best practices

·      Develop peer-to-peer relationships with local counterparts that last a lifetime

·      Create a roadmap to get your service management career on the fast track

·      Real examples of real companies with real service problems & how they solved them

·      Understand the biggest issues in tech support today

Learn the goldmines and landmines of the services business from an experienced industry leader!