Customer Support Technology & Finance

Manager Module 2 By the Customer Support School

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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 Technology

In 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 Management

In 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.

What You Will Learn!

  • Understand the types of technologies commonly used in Support Centers
  • Understand the type of Support Tool available
  • Selecting the Helpdesk Technology Process to gain insights into the decision-making process
  • Evaluate and use a Customer Support Tool Scorecard to assess the suitability of different support tools
  • Explore the role of a Support Manager/Head in Financial Management within a Support Center
  • Identify and measure Key Performance Indicators (KPIs) for a Support Manager/Head in Financial Management
  • Define and comprehend the concept of "cost per contact" and its significance as a vital metric in Support Center operations
  • Explore the concept of Return on Investment (ROI) and learn how to calculate it in the context of support center investments
  • Understand how to write Business case to justify investment from Management Team
  • Learn how to Budget a Customer Support Center

Who Should Attend!

  • Customer Support Managers/Directors/Help Desk Lead/ VP of Support: If you're a customer support manager/directors and want to understand how to choose the right tools, make strong business cases for investments, or create a support center budget, this course is designed to help you achieve those goals
  • New Heads of Support Centers: If you've recently become the head of a support center at a startup and need to choose the right support tools, this course is tailored to your needs.
  • Customer Support Team Leads: If you're currently a team lead in a customer support department and want to learn how to pick the best support tools and create compelling business cases for investments, this course is designed with you in mind.