Support Center Tools, Technologies, and Metrics
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.
What you'll learn
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.
Table of contents
About the author
Theresa Miller is an IT professional that has been working as a technical expert in IT for over 20 years. She is a Citrix CTP, Microsoft MVP, VMware vExpert, and has obtained her MBA in IT Management, MCSE, and CCA certifications. Her areas of expertise are in the areas of Exchange, Office 365, Active Directory, and Citrix XenApp and XenDeskop. She has architected, designed, implemented, and led complex projects in all of these areas. She has also done technical writing for Windows IT Pro, Petri... more