2-day training seminar
Register online and get a free book!
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)
Overview
This new program addresses four essential elements of running a successful 21st Century Help Desk:
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The ability to identify, set, and document help desk goals
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Measuring help desk quality, performance and service level compliance
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Using metrics to support operational decisions, gauge priorities, and improve overall performance
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Capitalizing on successes by marketing performance gains and benefits to customers and the organization
Attendees of Help Desk Essentials will learn about evaluating and improving a help desk, including what to measure, how to measure, how to communicate, and how to make improvements.
Look at this agenda!
Service Level Agreements (SLAs)
- The Operational Level Agreement (OLA) as the first step toward service level management
- The importance of OLAs and SLAs at the help desk
- Processes for establishing your OLA and SLA
Metrics and Measurements
- How to measure help desk performance
- Measuring efficiencies, noting deficiencies
- Comparing your help desk's performance to industry standards
- Improving help desk performance
Marketing the Help Desk
- Why market the help desk?
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Enterprise awareness
- What the help desk does
- How the help desk contributes to corporate success
- How the help desk can actually impact the bottom line
- How to market your help desk
Improving the Help Desk
- Help desk improvement aids
- Help desk improvement obstacles
- The importance of "buy-in" at all levels of the enterprise
- How to start the process of obtaining "buy-in"
Working Discussion
Challenges you face in managing your help desk and possible solutions
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
How to Establish
and Maintain Service Level Agreements
How
to Measure Customer Satisfaction
Principles of Effective Leadership for the Support Organization
Marketing the Help Desk to Senior Managers and Customers
* Normal shipping and handling fees apply
Seminar Schedule, Start Times and Dress Code
| No Scheduled Sessions at This Time |
Click on the "Hotel Info" icons for hotel address, phone number, directions, and other nearby hotels.
Dress is business casual.
Registration Fees and What's Included
The per student registration fee for this seminar is $1,095, and includes the seminar, course materials, and networking breakfast (7:00 AM). 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.