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Come to this seminar for the information and knowledge you need to re-design your support center operations and effectively implement changes and enhancements.  In the first part of this course, you will learn how to evaluate the current performance of your support center.  Next, you will learn how to develop a conceptual model for how your support center should function.  Lastly, you will learn how to analyze the differences between the existing and the desired states, and develop a draft project plan for closing the gaps and reaching your goals.

Look at this agenda!

This seminar will discuss topics like:

Foundations for Success

• The History and Evolution of Technology Support
• "Keys to Success" for Help Desks and Technology Support Organizations
• How to Make Your Service Business Successful

Evaluating the Help Desk's Current Performance

• Establishing a Baseline
• Industry "Best Practices"
• Identifying Your Help Desk's Role
• How Vision, Mission, Goals, and Objectives Drive Business Function

How to Implement the Best Structure for Your Organization

• Identifying Critical Areas Where Improvement is Needed
• Elements to Consider in Your Design Structure
• How Work Flow Process Impact a Help Desk
• Establishing Specific Goals and Objectives
• Building a Conceptual Model for Your Ideal Help Desk

Factors to Consider in Help Desk Planning

• Job Profiles for Productivity
• Service Level Agreements
• Call Center Technologies
• Ergonomics of a Sound Environment
• Layout of the Help Desk
• Disaster and Contingency Planning
• Staffing Models
• Measuring, Reporting, and Marketing

Preparing the Implementation Plan

• Identifying Critical Gaps
  • What Exists Now
  • Where You Want to Be
• Identifying Activities That Lead to Desired Improvements
• Prioritizing Activities
• Completing the Draft of Your Implementation Plan

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:

How to Establish and Maintain Service Level Agreements
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
Get the Point: How to Write Policies, Procedures, and Tasks for Help Desks and Customer Support Centers
Ergonomics: How to Make Your Workstation Work For You
Building a World-Class Inbound Call Center
Creating Business Plans for Dummies

* Normal shipping and handling fees apply

Seminar Schedule, Start Times and Dress Code

No classes are currently scheduled.  Please call (708) 246-0320 and request to be notified when new dates are added to this schedule.  To learn about a seminar similar to this one, . Click here to learn about , dates & locations

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!  How to Design and Set Up a Successful Help Desk is presented the same week as:

e-Support Strategies and Alternative Support Solutions
Developing & Maintaining Effective Service Level Management
Achieving High Performance at the Help Desk Through Effective Leadership

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.