The Art of Managing Support

The Art of Managing Support workshop is designed for new and experienced managers who want to become more effective at managing support organizations of all sizes.

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

  • The support profession
  • Managing customer satisfaction: defining support processes, selecting tools, managing escalations, driving root cause analysis
  • Managing support by the numbers: selecting and using metrics
  • Managing people in the support environment: hiring, coaching, retention, performance management, and career development
  • Managing support finances: creating budgets, managing budgets, maximizing profits

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

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

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