Description
Course Objectives: In this course, our main goal is to help you learn how to choose the right technology for managing support services and ensuring quality. You'll understand different technology options, how they work, and which ones are best for your organization. Plus, you'll gain the skills to create strong arguments (called business cases) that convince senior managers to invest in these technologies. By the end of the course, you'll be ready to make smart tech choices and explain why they're important to your bosses, making your support center even better. Section 1: Customer Support TechnologyIn Section 1, you'll delve into the world of Customer Support Technology: Learn about the common types of technologies used in Support Centers. Explore the diverse Support Tools available. Gain insights into technology decision-making through real-world case studies. Section 2: Customer Support Financial ManagementIn Section 2, you'll navigate the financial landscape of a Support Center: Understand the 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. Dive into the concept of Return on Investment (ROI) and its calculation in 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 course, 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.
