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Training course summary |
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Part One (HDM 1) of the course reviews the delegates' understanding of the environment in which they work, their position in that environment and their perception and understanding of the current market place in which their organisation operates. Delegates are encouraged to participate in discussions designed to assist in refviewing their current working practices and identify means by which they may improve their service offerings, in line with best practice guidelines. It addresses the issue of the skills, attributes and knowledge required for the help desk environment and how to ensure that staff can meet the demands placed upon them.
Delegates will learn ways to identify de-motivated staff, motivating factors and methods to re-motivate the individuals affected. The importance of having good processes and procedures in place is addressed - as are the benefits. All delegates will be involved in activities designed to reinforce the learning and to ensure they take away with them many ideas for the further improvement of their help desk. |
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