Certified Help Desk Director: 3-day class includes training and certification exam (May 17-19)
Organization:
The Resource Center for Customer Service Professionals
Category:
Professional Development
Geographical Area:
Wash DC Area
Start
Date:
5/17/2006
End Date:
5/19/2006
Start Time:
End Time:
Event
Info:
Help Desk Directors learn to “do more with less” with increased expectations and tightened budgets. In today’s intensely competitive world, the successful Help Desk Director knows how to strategically align their organization to meet the business goals and requirements of the enterprise. In this seminar, you'll learn about:
The business of help desks
Controlling costs and creating a profit center
Structure, services, and operating procedures
Needs analysis, benchmarking, and assessment tools
Staffing and training
How to evaluate technology tools
Knowledge management
The internet and the support center
Outsourcing and telecommuting
Financial and performance metrics
Help desk project management
How to successfully manage change
How to effectively lead the help desk organization
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