Course Details

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Support Center Tools, Technologies and Metrics

Target Audience
Expected Duration
Lesson Objectives
Course Number

Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)

Lesson Objectives

Support Center Tools, Technologies and Metrics

  • recognize the benefits of using management tools in the Customer Support Center
  • sequence the steps in a problem management process in a given scenario
  • identify the problem management tools available to a CSR
  • identify the appropriate stages of change management to use in a given scenario
  • sequence the stages of the change-management process
  • match knowledge types with examples
  • identify the types of data that should be protected
  • identify the reasons for reporting security compromises
  • determine the appropriate security management decisions in a given scenario
  • identify the benefits of using customer service measurements in a Support Center
  • match the most common metrics for customer support performance with examples
  • match incident management metrics with examples of the types of customer support performance they measure
  • determine the appropriate survey type for a given scenario
  • match common technologies used in Support Centers with their descriptions
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