Support Center Tools, Technologies, and Metrics
Pluralsight
Course Summary
A Support Center requires a set of tools to support organizational users and must be able to collect metrics about the level of support being achieved. This course teaches the basics of a ticketing system, from the process to analyzing information.
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Course Description
Have you noticed that your company's overall customer support satisfaction needs to be improved, but don't know where or how to start? In this course, Support Center Tools, Technologies, and Metrics, you'll learn how to optimize best practices to ensure the best customer experience. First, you will gain an understanding of the value of evaluating your processes and procedures through an operation excellence model. Next, you will learn about Support Center toolsets and how to leverage them to achieve your business goals. Finally, you'll learn how to evaluate metrics through an operational excellence model. When you are finished with this course, you will have the knowledge and skills necessary to achieve the ultimate Support Center success.
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Course Syllabus
Course Overview- 1m 26s
—Course Overview 1m 26sUnderstanding Problem Solving Through Operational Excellence- 19m 11s
—Course Introduction and Operational Excellence 13m 40s
—Process Improvement 4m 47s
—Summary 0m 42sService Center Toolsets- 14m 18sMetrics Evaluation Through an Operational Excellence Model- 23m 19s
