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Your support center is functional, even successful!  Still, there's always room for improvement. But how do you know which improvement will produce the biggest result?  How do you prioritize projects in your improvement plan?  How can you accurately align your managerial efforts with the results the organization is looking for?

If you are a support center professional with over a year of experience managing such complex aspects of help desk operations as technology, staffing, costs and budgeting, this seminar is for you.

In two highly interactive days of discussion, you and a group of  your peers will be shown everything you need to know to analyze your current operations, identify areas for improvement, and successfully conduct a Support Center Operations Audit.  Next, you will learn how to utilize the results of your operations audit to create a targeted improvement plan you can execute to bring about positive changes to your support center's performance.

The history and evolution of help desks and technology support centers, current industry conditions, and "best practices" operating concepts, are just a few of the many additional topics that will be covered in the seminar.

In this hands-on help desk improvement workshop, you will work with Microsoft Project planning software on your own laptop computer to begin building an improvement plan you can put into action upon returning to your office.

Look at this agenda!

The Evolution of the Help Desk and Support Center

• Birth
• Chaos
• Focus on cost
• Technology
• Market history
• The modern support operation

The Support Center Audit Process

Results Organizations Are Looking For and Their Drivers

• Increased productivity
• Higher customer satisfaction
• Improved business performance

Practices that Enable the Organization to Reach Its Goals

• Operational strategies
  • Turning data into information
  • Managing help desk systems
  • Modeling, forecasting, and scheduling support staff
  • Managing customer relations
  • Marketing the help desk
• Six keys elements of success
• Best practices

Course Requirements:

This course requires a laptop Computer with Win95 and Microsoft Project. A 60-day trial version of Microsoft Project can be downloaded from Microsoft's web site:

http://www.microsoft.com/office/98/project/trial/info.htm

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
How to Survive Call Volume Spikes
Managing Unresolved Service Requests
Using Service Goal and Metrics to Improve Help Desk Performance
How to Measure Customer Satisfaction
Marketing the Help Desk to Senior Managers and Customers
How to Select and Use Outsource Services for Your Help Desk
How to Establish and Maintain Service Level Agreements
Stop Being a Victim!
Get the Point: How to Write Policies, Procedures, and Tasks for Help Desks and Customer Support Centers

* Normal shipping and handling fees apply

Seminar Schedule, Start Times and Dress Code

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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 Manage and Improve Help Desk Operations is presented the same week as:

Customer Support Specialist Skills
How to Design & Set Up a Successful Help Desk
Achieving Efficiencies Through Help Desk Performance Metrics
Knowledge Management for Practitioners

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.