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Contact an Account Manager
Support Center Metrics and Measurements
Is the support center meeting its goals? What is the support center’s performance compared to other support centers and organizations? What should be measured and where will the focus on improvement efforts benefit the organization? Measuring the support team’s performance can help guide business decisions.
This course is designed to identify the metrics that every support center should be using to measure individual, team, and organizational performance. The course will introduce key performance indicators and will identify the important types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate them, and what do to with them.
Course Overview
Delivery Methods
Course Calendar
What You Will Learn
The different types and purpose of metrics
How to identify which metrics to measure
Data sources for common support center metrics
What is a KPI and how to identify one based on goals/objectives
How to differentiate between leading and lagging indicators
The purpose of base lining and benchmarking
The value of cost-benefit analysis and return on investment
How to use balanced scorecards
The different types and purpose of performance reports
Who Should Attend?
Anyone who wants to learn how to effectively utilize the appropriate metrics for individual, team, and organizational performance
Course Outline
Unit 1: Which Metrics Are Important to Your Support Center?
Overview of Metrics
Purpose of Metrics
Sources of Measurements
Identifying Which Metrics to Measure
Unit 2: Understanding Key Performance Indicators
Key Performance Indicators
Leading Verses Lagging Indicators
Baseline Verses Benchmarking
Unit 3: What to Do with Metrics
Cost Benefit and Return on Investment
Balanced Scorecard
Performance Reporting
Virtual Classroom
Member Price:
$545 |
Price:
$595
These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.
Public Classroom
Member Price:
$595 |
Price:
$645
Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an
account manager
or call 800.248.5667.
Read the
FAQs
.
Onsite
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an
account manager
or call 800.248.5667.
Virtual Classroom Schedule
Date
Location
Course
Register
11/16 - 11/18 2010
HDI, Virtual Classroom
Support Center Metrics and Measurements (Virtual)
Register
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HDI Partner
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