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Who should attend e-Support Strategies and Alternative Support Methods
Support center and help desk supervisors, managers, directors, and those considering implementing electronic and/or alternative support.
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e-Support Strategies and Alternative Support Methods  

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Support center and help desk supervisors, managers, directors, and those considering implementing electronic and/or alternative support.

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Seminar Summary:

This two-day course is designed to provide you with the skills necessary to improve or implement and manage an e-support or alternative support strategy, or significantly enhance an existing one. (see full course description)

 
 
 

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Training Course Syllabus:


This two-day course is designed to provide you with the skills necessary to improve or implement and manage an e-support or alternative support strategy, or significantly enhance an existing one. Service and support is often perceived as a cost by organizations. Therefore, implementing alternative support strategies, which significantly reduce the cost of support, is a must for many support center managers today. Two of the biggest obstacles in implementing such a strategy are initial support from upper management and getting the customer to use these new support tools. This course will walk you through the entire process, from developing a business case, to selecting the right strategy and support options, to convincing your customers to use them. The result will be a much more efficient support desk that keeps up with the technical competency of its customers, less stress on support analysts, and greater customer satisfaction!


You’ll Learn:
  • The various alternative support methods available and which are most effective
  • How to select, implement and manage alternative support and e-support options from cradle to success
  • Why alternative and e-support options lower costs – and how to communicate the cost savings to those who matter
  • How to turn your help desk website into an e-support portal
  • How to accommodate all customer styles using a variety of support methods to maximize customer satisfaction
  • How best to maximize and disseminate knowledge in your organization
  • How best to use chat, instant messaging, discussion forums, web-based problem management, and email support
  • How to track and measure alternative support efficiency
  • How to get your customers to use the support options you offer

Seminar Summary:

This two-day course is designed to provide you with the skills necessary to improve or implement and manage an e-support or alternative support strategy, or significantly enhance an existing one. (see full course description)

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