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Training course summary |
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Part Two (HDA 2) of this interactive course looks at the more commonly used support methodologies and tools utilised. Delegates are encouraged to participate in discussions and group exercises that should enrich their knowledge and understanding of their environment.
It reviews the importance of Service Level Agreements, their benefits and potential pitfalls if not implemented correctly, and the importance of, and need for, statistics in the support environment. The course will review some problem solving techniques and take a look at the service management processes with which the help desk has the closest links and the role the Help Desk Analyst plays within, or supporting, those processes and vice versa. |
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