Managing Support Workshop

Are you a newly-promoted support manager who knows a lot about support, but not so much about managing it? Are you an experienced manager but with little expertise in the support arena? Or are you successfully managing a support group but would like to take it to the next level? The Managing Support workshop covers everything you need to be effective and allows you to develop new skills in a safe and effective environment.

The workshop uses small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.

Topics covered include

· The support profession

· Managing people in the support environment: hiring, coaching, retention, performance management, and career development

· Managing customer satisfaction, including managing escalations

· Support marketing: SLAs, pricing, renewals management

· Support operations: creating systems and processes that work; selecting support tools

· Support metrics: why measuring is important; what to measure; how to take action based on metrics

· Support finances: creating budgets, managing budgets, cutting costs

· Strategic management: creating and driving support initiatives; leading vs. managing; making effective decisions

We customize each delivery to suit your exact needs. The length of the workshop may be two or three days depending on the topics you select.

For more information or to schedule a session, please contact us.

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