Support Center Metrics and Measurements

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Member price: $295.00
List price: $345.00

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.

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: $645 | Price: $695

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 six hours for one day.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

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Public Classroom

Member Price: $645 | Price: $695

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 1.800.248.5667.

View the Public Classroom FAQs.

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Online Course

Member Price: $295 | Price: $345

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 4-6 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.

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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 1.800.248.5667.

Oct 03, 2017 - Oct 03, 2017
HDI, Virtual Classroom
Support Center Metrics and Measurements On or before Aug 09, 2017:
Price: $645.00   Member price: $595.00

After Aug 09, 2017:
Price: $695.00   Member price: $645.00

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description