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Power of Customer Support Department
( FREE Course for Support Employees)
- Existing & New Support Employees will learn about the various Career option available in the Customer Support Department right from joining as a Customer Support Agent to the level of Customer Support Manager/Customer Support Director
- Employees will learn how they become Voice of the Customer for the Organization
- The organization will learn about the Mission & Vision of the Customer Support Department
- Employees & Organization will learn the various Stages of Customer Support Department
- Employees & Organization will learn how Agent Interactions impacts Customer Lifetime value
- Employees will learn the skill set required to make a powerful interaction
- Organizations will learn why the Customer Support Department is not a COST center instead it is a VALUE Center and invest in Customer Support Training & technologies to provide an Exceptional & Quality service to their clients
Customer Support Team Leader Mastery Certification
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What you'll learn
- Existing & New Support Center Team Leader will learn the overall best practice which exists for Support Center operation Team
- Existing & New Support Center Team Leader will learn how to establish an effective Leadership & Management skillset
- Existing & New Support center Team Leader will learn how to manage the front-end Support operation Team
- Existing & New Support center Team Leader will learn how to build a highly effective Team
- Existing & New Support center Team Leader will learn about the Metrics and its importance associated with their Role & Support Department
- Existing & New Support center Team Leader will learn the importance of Workforce Management in the Support Department
- Existing & New Support center Team Leader will learn how to manage the Performance Management process of Team
- Existing & New Support center Team Leader will learn how they are important in the part of the Support Quality Management Process
Customer Support Business Planning
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What will you learn in this course:
In this course which is the 1st Customer Support Management series, we are going to learn how to create a Customer Support Business plan in alignment with the organization's goal. We have used a variety of case studies in each section so that you can understand the context of each section properly.
Section 1: Introduction to Customer Support Department Head Leadership: In this section, you will be learning about your entry into the New/Existing customer support department and how you can get started by understanding your role to manage the end-to-end customer support department lifecycle. You will learn various Leaderships skills and relationship skills needed to drive your team.
Section 2: Customer Support Maturity Stage: In this section, you will learn the various stage's a customer support center/department go through in the journey of support team setup like a tactical stage- reactive, tactical stage- proactive, strategic stage- customer-centric & strategic Stage - business-centric. We are going to take a case study to assess the Maturity of a Support Center and also we will conduct a SWOT Analysis on people, processes, and technology which plays a key role in assessing your department and come up with customer support business action point so that overall goal of the organization is achieved.
Section 3: Business Planning & Strategy: In this section, we are going to take a case study to make you understand how to coordinate with the CEO, Business Heads to understand the overall strategic goal of the organization for the next 3 to 5 years and accordingly create Customer Support Department strategic, tactical and operation goals so that the overall business of the organization is achieved. We will also learn how as Department Head you will deal with Service Level Management, Operational Level Agreement & Standard Operating Procedures so that Customer Support Business planning is effectively executed and taken care of.
Customer Support Technology & Finance
A Course for Tech-Savvy Support Managers"
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Are you a Customer Support Manager, Director, Help Desk Lead, or VP of Support looking to elevate your support center's operations? Are you a new Head of Support Center in a startup, eager to make the right tech choices? Or perhaps you're a Customer Support Team Lead aiming to excel in tool selection and business case creation? If any of these describe you, then our course, "Mastering Support Services," is tailor-made to empower you with the skills and knowledge you need to succeed. Course Overview In "Customer Support Technology & Finance" we've carefully crafted a comprehensive learning experience to help you excel in two critical aspects of support center management: technology selection and financial management. Here's a sneak peek into what this course offers: Section 1: Customer Support Technology - Explore the landscape of Customer Support Technology. - Dive into the world of Support Tools and understand their diverse applications. - Gain invaluable insights into technology decision-making through real-world case studies. By the end of this section, you'll have a deep understanding of various technology options and how to choose the right ones for your organization. Section 2: Customer Support Financial Management - Understand the pivotal role of a Support Manager/Head in Financial Management. - Identify and measure Key Performance Indicators (KPIs) relevant to Financial Management. - Explore the significance of "cost per contact" as a vital metric in Support Center operations. - Master the concept of Return on Investment (ROI) and its calculation for support center investments. - Analyze business case preparation through practical case studies. - Learn about budgeting, its components, and the process of calculation. By the end of this section, you'll possess the financial acumen required to make informed decisions and create persuasive business cases for technology investments. Course Benefits Upon completing "Customer Support Technology & Finance" you'll be equipped with the knowledge and skills necessary to excel in both the technological and financial aspects of running a successful Support Center. Here's what you can expect: - Ability to make informed and strategic technology choices. - Proficiency in creating compelling business cases to secure senior management buy-in. - Understanding of crucial financial metrics and KPIs for support center success. - Mastery in budgeting and ROI calculations for optimized resource allocation. - Enhanced capability to drive efficiency and quality in your support center operations. Who Should Enroll? - Customer Support Managers/Directors/Help Desk Leads/VPs of Support - New Heads of Support Centers in startups - Customer Support Team Leads If you aspire to enhance your support center's performance, efficiency, and quality while making smart tech choices and securing investments, this course is your roadmap to success. Join us in "Mastering Support Services" and unlock your potential as a support center leader. Elevate your skills, make strategic decisions, and drive excellence in support services. Enroll today and take the first step toward becoming a support services champion! Enroll Now
https://www.udemy.com/course/customer-support-technology-financial/?referralCode=702B1E132F2B6A33AB14
Don't miss this opportunity to transform your support center into a powerhouse of efficiency and excellence. Join us on this educational journey and start making a difference today!
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