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You CAN improve your support center's customer service quality once you have the knowledge and skills necessary to evaluate human-, process-, and technology-related performance data.   In this seminar, you will learn about different performance metrics and their importance, how measurements align with customer satisfaction and operational performance, and techniques for capturing data, calculating and constructing metrics, evaluating and reporting results, and uses and applications for what you discover. You'll also learn about benchmarks -- why they are useful and how to evaluate and apply them.

Both phone-based and on-line service performance metrics will be addressed.

Who Should Attend

Supervisors, managers, and directors responsible for managing and delivering high quality customer service.

Look at this Agenda!

• The key measurements necessary for ensuring process improvement in your support organization
• What metrics to use, how often, how much and why
• What to measure and how to measure it
• The value of service levels and how to measure compliance
• What to do with the metrics and their results
• Which measurements are best for assessing process improvement
• How to translate measurements into objectives for managers, teams and individuals
• How to evaluate, compare and use benchmark studies
• How to present your performance to your customers and your management

Special bonuses for on-line registration!

Register from this web site and receive a complimentary help desk book from the Resource Center^*.   To learn more about these books, click on the open book icons to the left of each title.  Choose from:

The Help Desk Contribution to Corporate Benchmarking
Using Service Goals and Metrics to Improve Help Desk Performance
Maximizing Call Center Performance
How to Measure Customer Satisfaction
How to Design and Write Effective Customer Satisfaction Surveys
Principles of Effective Leadership for the Support Organization
Coaching for World Class Customer Support

* Normal shipping and handling fees apply

Seminar Schedule, Start Times and Dress Code

Dec 6-7

Orlando

Walt Disney World Swan ()

Click on the "Hotel Info" icons for hotel address, phone number, directions, and other nearby hotels.

Class begins at 8:30 a.m. and ends at 5:00 p.m. on the first day and on 4:30 p.m. on the second day. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees.

Dress is casual. Keep in mind that meeting rooms can be chilly.

* Maximize your learning experience at this location. Register for two help desk training classes the same week for four full days of training!   Achieving Efficiencies Through Help Desk Performance Metrics is presented the same week as:

Knowledge-Centered Design Workshop

Registration Fees and What's Included

The per student registration fee for this seminar is $1,095, and includes the seminar, course materials, certificate of completion, refreshments, and continental breakfast both days. To register, call (708) 246-0320 or click on the "Register" button below.

Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.