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Help desk and call center  managers who prepare, analyze, or apply information need the tools and background to implement a reporting system. Attend this seminar and you'll go back to work with a practical, real-world, look at how to prepare information for effective help desk reports. You will not be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful only in theory.  Instead, you will discover the proper tools to use at the right time to achieve maximum benefit.

You will take home:

• An initial metric blueprint for YOUR facility

• Excel templates for each type of reporting - just plug in your data

• The ability to convert data into information for guaranteed improvements in your center

• Notes summarizing the key concepts and principles

Look at this agenda!

Day One

Principles of Help Desk Metrics: Impact of Methods and Decision-Making

• Building a metric blueprint for your facility: how and why
• Understanding which metrics are key to measuring your help desk's effectiveness
  • How to identify key metrics
  • Tracking key metrics
• Preparing for the measurement process
  • How to validate your business assumptions
  • How to validate your statistical assumptions
• Three steps to preparing metrics
• Techniques for help desk metrics reporting
  • Statistical Process Control
  • Why control charts are for the tactical decision-maker
  • Why capability studies are for strategic decision-maker
• Using statistics to prepare your metrics
• The role of SLAs in metric preparation

Day Two

Strategic Metrics and Reporting: Tools for Assessing Help Desk Performance and Capabilities

• Strategic reports and tactical reports differentiated
• Assessing a help desk's capabilities
• Calculation and chart preparation
• Assessing the center's suitability to accomplishing the mission
• Advanced statistical studies for help desks
• Comparing help desks or departments within a help desk
• Using metrics to maintain a healthy balance of wait-time, cost, and performance

Day Three

Tactical Metrics and Reporting:Tools for Managing Help Desk Operations

• Analyzing and controlling help desk variability
• Using metrics to manage help desk time and costs
• How to build a real-time reporting system
• Help desk cause and effect analysis
• Help desk control charts for tactical decision-making
• Data gathering, calculations, and chart preparation
• Reading and using control charts

Special bonuses for on-line registration!

Register from this web site and receive a complimentary book or coffee mug from the Resource Center^*.   To learn more about these items, click on the icons to the left of each item.  Choose from:

Delivering Legendary Customer Service
An Abbreviated Guide to Incoming Call Center Terms
Knowledge Management
How to Survive Call Volume Spikes
Managing the Implementation of New Support Systems
Effective Information Gathering Techniques
Managing Unresolved Service Requests
Marketing the Help Desk
Ergonomics: How to Make Your Workstation Work For You
Overcoming Overwhelm: 30 Days to Less Stress
"When Supporting the Customer, YOU ARE the Company" (coffee mug)
"It takes months to get a new customer, moments to lose one" (coffee mug)
"Today, product is a commodity. High Quality Service is our differentiating feature." (coffee mug)
Managing the Implementation of New Support Systems
The Help Desk Contribution to Corporate Benchmarking
Maximizing Call Center Performance

* Normal shipping and handling fees apply

Seminar Schedule

Aug 17-19	Chicago	Naperville Training Center ()
Oct 13-15	San Francisco	Pleasanton Training Center ()
Nov 1-3	Dallas	Location to be Announced

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Registration Fees

The per student registration fee for this 3-day seminar is $1,995, and includes the seminar, course materials, refreshments, and lunch each day. Dress is business casual.  Laptops are optional.

Class begins at 8:30 AM and ends at 4.30 PM each day.

To register, call (708) 246-0320 or click on the "Register" button below.

Payment is due prior to the seminar, including payment on purchase orders.  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 conference.

Cancellation Policy.  Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling 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.

Agenda, course dates, and locations are subject to change.