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If you are a support center or help desk supervisor, manager, or director considering implementation of electronic or alternative support, this seminar is for you.

This two-day course is designed to provide you with the skills necessary to improve or implement and manage an e-support or alternative support strategy, or significantly enhance an existing one.

Service and support is often perceived as a cost by organizations. Consequently, implementing alternative support strategies that significantly reduce the cost of support is a must for many support center managers today. Two of the biggest obstacles in implementing such a strategy are initial support from upper management and getting the customer to use these new support tools.

This course will walk you through the entire process, from developing a business case, to selecting the right strategy and support options, to convincing your customers to use them. The result will be a much more efficient support desk that keeps up with the technical competency of its customers, less stress on support analysts, and greater customer satisfaction.

Look at this agenda!

Just look at the types of topics that will be address in this seminar!

Alternative Support

• The various alternative support methods available
• Which alternative support methods are most effective

Alternative Support Cradle to Grave

• How to select alternative support and e-support options
• Implementing alternative support and e-support
• Managing your alternative support and e-support channels

The Economic Value of Alternative Support Solutions

• Why alternative and e-support options lower costs
• How to communicate the cost savings to those who matter

The Dot Com Help Desk

• Why help desk websites
• How to turn your help desk website into an e-support portal

Maximizing Customer Satisfaction

• How to accommodate all customer styles
• Using a variety of support methods
• How to get your customers to use the support options you offer

Application to the Knowledge-Based Organization

• Maximizing knowledge in your organization
• How best to disseminate knowledge

Best Practices

• Chat
• Instant messaging
• Discussion forums
• Web-based problem management
• Email support

Performance Measurement

• How to track and measure alternative support efficiency

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:

Managing the Implementation of New Support Systems
Marketing the Help Desk to Senior Managers and Customers
How to Select and Use Outsource Services for the Help Desk
Ergonomics: How to Make Your Workstation Work For You
Navigating the Customer Contact Center
Why Web-Based Support?

* Normal shipping and handling fees apply

Seminar Schedule, Start Times and Dress Code

Aug 16-17*	Seattle	Location to be Announced
Sept 20-21*	San Francisco	Hilton Fisherman's ()
Oct 18-19*	Boston	Location to be Announced
Nov 15-16*	Phoenix	Location to be Announced
Dec 13-14*	San Diego	Location to be Announced

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 and 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. Register for two help desk training classes the same week for four full days of training!  e-Support Strategies and Alternative Support Methods is presented the same week as:

Knowledge-Centered Support Workshop
Moving IT Support From Cost to Profit

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.