In Support Center Director training course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
By attending Support Center Director workshop, delegates will learn:
- Assessment strategies for the support center
- How to quantify support center's value and maximize return on investment
- Twelve-step process and decision matrix for selecting technologies and vendors
- The requirements of an effective service catalog
- How to align support strategies with business goals and objectives
- Knowledge management processes that can save you time and money
- Strategies for workforce management, coaching, team building, and succession planning
- How to justify a service improvement project with a business case
- Valuable reporting tools: balanced scorecard, morning report, and executive brief
- Selecting the right leading and lagging indicators
- This Support Center Director class is aimed at Seasoned technical service and support leaders who are responsible for an organization's overall service delivery and who provide strategic direction, financial accountability, and performance reporting