Course Outline
Unit 1: The Support Center
— Past, Present, and Future
— Successful Support Centres
Unit 2: Effectively Managing Your Support Centre
— Support Centre Manager Roles and Responsibilities
— Your Role as a Manager
— Your Role as a Support Centre Leader
— Code of Conduct and the Support Centre
— Effective Communication for a Manager Communicating Across Cultures
— Conflict Resolution and Negotiations
— Managing Stress
— Managing Time
— Building Your Team
— Managing Organisational Change
Unit 3: Support Centre Strategic Management
— The Strategic Perspective
— Building Your Support Centre Strategy
— Key Elements of Vision and Mission Statements
— The Support Centre as a Business
— IT Financial Management
— Quantifying Costs
— Metrics, Benchmarks, and KPIs — A Primer
Unit 4: Support Centre Operations Management
— How is Support Centre Infrastructure
— Determined?
— Service Delivery Methods & Telephony Infrastructure
— Service Management Systems
— Self-Healing Technologies
— Selecting Your Support Centre’s Technology
Unit 5: Developing Support Centre Processes
— Foundations of Support Centre Processes
— Service Level Management
— SLAs, OLAs, SOPs, and UCs
Unit 6: Service Support Processes
— Support and Restore
— Control and Release
— Service Delivery
Unit 7: Metrics and Quality Assurance
— Evaluating Support Centre Processes
— Collecting, Analysing, and Reviewing Data
— Quality Assurance Programs
— Measuring Customer Satisfaction
— Continuous Improvement
— Quality Assurance Tools and Methods
Unit 8: Managing the Support Centre Team
— People Management
— Workforce Management
— Staffing
— Sourcing
— Recruitment
— Retention
— Performance Management
— Professional Development
— Coaching
— Training
Unit 9: Marketing the Support Centre
— Why Market the Support Centre?
— Benefits of Marketing the Support Centre
— Challenges of Marketing the Support Centre
— How to Market the Support Centre
— Marketing Opportunities | 
