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Seminars

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Technical Support  Center Training Seminars, Certifications, Books and Guides

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Seminars and Certifications

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Support Center Profession Certification, online self-study certification course 

This course provides the customer skills necessary to deliver quality services in today's high expectation and complex support environment. This program can result is that market-valued distinction which sets individuals and companies apart as the best in the technology support industry.  For details,

Two intensive days designed specifically for front line and second tier customer service professionals of call centers and help desks. Participants will learn about the profession, and just about everything on how to successfully troubleshoot and communicate with callers. To learn more,

This course is ideal for field service technicians/engineers, field service new hires, and members of a field organization that interact with customers. To learn more,

The course covers the fundamentals of supervision in a technical support environment. It focuses specifically on the leadership and management challenges faced by the technical support supervisor. To learn more,

The course provides training on the fundamentals of managing remote customer facing staff, while enhancing the inherent skills and knowledge of front-line field service management. To learn more,

This advanced program prepares managers, directors and executives for the business challenges associated with running a technical support center, including calculating costs and ROI, developing SLAs, staffing for adequate coverage, coaching and training reps, technology issues, marketing the support center and more.  To learn more,

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Books

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It's sounds like a lot of pages, but you will breeze through this book. Authors Fleischer and Read present a tremendous amount of insightful material and advice using a conversational writing style. Reading The Complete Guide to Customer Support is like getting away to one of the support industry's best professional conferences without having to board a plane.

Here is a unique guide designed for anyone venturing into the field of tech support.  This book will provide a basic introduction to the processes, roles, terminology, and issues within a support organization.  New employees that join your support organization will consider a copy of this guide a thoughtful and warm welcome.

Being a successful help desk analyst no longer means possessing only a solid technical background. You must also master soft- and self- management skills such as active listening, effective communication, problem-solving, stress management, team building, and more. This book can be used by tech reps or by mentors training others.

This do-it-yourself audit and improvement process provides a framework for conducting a 5-part audit of the support center that can enhance the support organization's ability to ensure customer success. The companion CD contains sample documents, templates, and spreadsheet to help jumpstart management of your help desk.

This book not only tells you what makes a help desk work well, it shows you exactly what types of things to look for when it doesn't.  Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk - and career -  success.

Few customer service books are written completely from the internal IT help desk view. Noel Bruton's book is the exception. If you are an IT help desk manager, here's a book guaranteed to speak to the daily problems faced in your organization.

A Guide to Computer User Support for Help Desk & Support Specialists, 2nd Edition by Fred Beisse, softcover, 576 pages, $64.95

The need for user support professionals has never been stronger, and as the field continues to grow, companies need professionals trained in the areas covered in this text, including troubleshooting and problem-solving, user needs assessment, documentation, training, system installation, and much more.

Bill Rose, founder and director of the Software Support Professionals Association writes, "Read this book and then read it again.  Get a copy for your manager and one for each of your people."

This book explains the growing need for help desk certification, suggests training topics and skills for help desk people, and identifies a few of the many training and certification programs available today.

An unresolved service request management process gives your company another opportunity to create a positive impression of your support services in the minds of customers.  Learn to determine process flow, create a system, and identify roles and responsibilities to successfully manage unresolved service requests.