Explore how the support center’s strategy drives everything the support center does: service delivery, infrastructure implementation, operational processes, workforce management, and support center marketing. This course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments.

What You Will Learn

• Five characteristic of an effective support center manager
• How to create Service Level Agreements (SLAs), Operating Level Agreements (OLAs),and Standard Operating Procedures (SOPs) in support of a service catalog
• Steps to cost-benefit analysis, total cost of ownership, and calculating Return on Investment (ROI)
• The difference between and importance of strategic, tactical, and operational planning
• Benefits and challenges of self-service technologies
• The metrics, benchmarks, and KPIs essential to your performance reporting

This course focuses on the development and execution of strategic plans that will take the organization to the next level. You will learn how to realize greater Return on Investments (ROI), develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.

What You Will Learn

• How to quantify your support center’s value, calculate and maximize Return on Investment (ROI) Twelve step process and decision matrix for selecting technologies and vendors
• How to align support strategies with business goals and objectives
• Strategies for workforce management, coaching, team building and succession planning
• How to justify a service improvement project with a business case
• SMART methods for determining which quantitative and qualitative metrics are utilized
• Valuable reporting tools: Balanced Scorecard, Morning Report, and Executive Brief

This course outlines a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy adopting Knowledge-Centered SupportSM (KCS) which creates and maintains knowledge as a by-product of the incident management process. Implementing KCS helps significantly improve service levels to customers, gain operational efficiencies, and increase the organization’s value to the company.

What You Will Learn

• How to efficiently create and maintain quality, easy-to-find content in the knowledge base
• Ways to motivate support analysts to use the knowledge base and to effectively assess individual and team contributions
• How to articulate the value of knowledge management practices for your organization
• A strategy for sustainable success that minimizes investments in knowledge workflow and maximizes the return
• How to identify and avoid the common pitfalls associated with knowledge management
• Actionable steps to improve time-to-resolve and reduce expenses

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

What You Will Learn

• The process of incident management—from detection and recording to closure
• Critical thinking skills to resolve incidents quickly and consistently
• The importance of total contact ownership
• An awareness of the core help desk processes and best practices used in service and support centers
• Valuable active listening skills and effective communication strategies
• Proven techniques for improving customer interactions
• Effective support center strategies for managing difficult customers

What drives service level agreements, operational level agreements, underpinning contracts, and support center processes? How can the support center communicate to customers that it is truly customer-focused and genuinely interested in putting the customer first?

A service catalog is critical to establishing what services the support center provides and who provides them. It helps establish and maintain customer expectations—and guides the support team. This course focuses on the concepts and principles of creating, implementing, and maintaining a service catalog. Walk away with the knowledge needed to build and publish a service catalog for the support organization.

What You Will Learn

• The interdependencies between support center processes and the service catalog
• How to validate service demand
• The elements of the service catalog
• The importance of measuring service catalog performance
• The metrics and key performance indicators used to measure service catalog performance
• How the HDI Support Center Standard and HDI Support Center Maturity Model are used to evaluate service catalog effectiveness
• How to implement the service catalog
• How to use key performance indicator data to evaluate the service catalog performance
• How to maintain the service catalog
• How to report service catalog performance

Is the support center meeting its goals? What is the support center’s performance compared to other support centers and organizations? What should be measured and where will the focus on improvement efforts benefit the organization? Measuring the support team’s performance can help guide business decisions.

This course is designed to identify the metrics that every support center should be using to measure individual, team, and organizational performance. The course will introduce key performance indicators and will identify the important types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate them, and what do to with them.

What You Will Learn

• The different types and purpose of metrics
• How to identify which metrics to measure
• Data sources for common support center metrics
• What is a KPI and how to identify one based on goals/objectives
• How to differentiate between leading and lagging indicators
• The purpose of base lining and benchmarking
• The value of cost-benefit analysis and return on investment
• How to use balanced scorecards
• The different types and purpose of performance reports