2025 Schedule
Pre-01: Support Center Director
Randy Celaya (Support Consultant, Educator and Executive Development Coach, TASC Training and Development)
Date: Monday, November 17
Time: 8:30 am - 5:00 pm
Pass Type: Premium Learning Pass, Training Only Pass - Get your pass now!
Session Type: Training
Vault Recording: TBD
This workshop focuses on the development and execution of strategic plans that will take the organization to the next level. Participants discover how to improve and communicate their value, focus on results, manage customer perceptions, and identify the processes and procedures that are necessary for success.
What You Will Learn
Assessment strategies for the support center
How to quantify your support center’s value and maximize return on investment (ROI)
A twelve-step process and decision matrix for selecting technologies and vendors
The requirements of an effective service catalog
How to align support strategies with business goals and objectives
Knowledge management processes that can save you time and money
Strategies for workforce management, coaching, team building, and succession planning
How to justify a service improvement project (SIP) with a business case
The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
How to select the right leading and lagging indicators