We recently presented two very successful training classes. We are working on our class schedule and we will post it when the dates are finalized. Check back again soon for class schedules.
Training Session: Building your 2010 Support Center Improvement Strategy (a.k.a. Introduction to Support Center Improvement)
Session Overview: The instructor is a leading industry consultant that has helped many companies identify and implement improvements.Most companies achieve 20-40% improvement (e.g. increased capacity, improved service level, and better customer satisfaction).He will share his proven techniques for quickly identifying opportunities and then estimating the benefits a company will achieve if they implement the recommended changes.
Students will learn about the 8 leading indicators that drive companies to evaluate their support operations and re-think their process model.Every support manager should be familiar with these factors and be able to recognize the circumstances that indicate that ‘business as usual’ is no longer appropriate!
The session will also include a discussion of the most popular improvement programs – what they are, why they help so much, and how to know if they would benefit your support center.
This session will provide specific, actionable guidelines that you can use to evaluate and improve your support center.The instructor will share techniques that have been successfully used to improve the performance of dozens of companies.Students will receive additional materials and resources to help them evaluate their department performance.
Click a calendar date below for class details or to register.