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Take your performance metrics to the next step. You already know what basic support center metrics are and how to generate them; now learn how to use them to meet your objectives. This session focuses on what performance measurements really mean and how to effectively utilize them with management, customers and your staff. Examine how to move beyond the fundamentals and utilize your performance metrics to upgrade your operations and determine where to focus improvements.

Look at this Agenda!

Support Scorecard

• Ensure that you are measuring the right things

• Know how to balance your various performance objectives

• Know how to represent your performance to management, customers and your team

• Know which metrics will drive the behavior you want

Benchmarking

• Know the value of benchmarking to a support center.

• Know how it applies to the small support center.

• Understand what you really need to know to benchmark.

• Identify help desk and technical support center resources.

Staffing & Scheduling Models

• Understand the difference between staffing and scheduling

• Understand the key variables in developing a staffing model

• Identify staffing tools

• Identify scheduling tools

• Develop a staffing model for your organization

ROI Models

• Understand how simple or complex a model is necessary?

• Know the key variables in calculating ROI?

• Know the various methods to calculate ROI?

• Understand why to do an ROI?

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
Maximizing Call Center Performance
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

No scheduled dates for this class at this time.

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Class begins at 8:00 a.m. and ends at 3:30 p.m.

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

Registration Fees and What's Included

The per student registration fee for this seminar is $695, and includes the seminar, course materials, and refreshments. 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.