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.
Course info
Rating
(15)
Level
Beginner
Updated
Nov 21, 2016
Duration
58m
Table of contents
Description
Course info
Rating
(15)
Level
Beginner
Updated
Nov 21, 2016
Duration
58m
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.

About the author
About the author

Theresa Miller is a Citrix Technology Professional, Microsoft MVP, and VMware vExpert that has been working in IT for over 20 years.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi, everyone. My name is Theresa Miller, and welcome to my course, Support Center Tools, Technologies, and Metrics. I am the founder and CEO of 24x7 IT Connection, LLC. A successful service center requires a set of tools to both support organizational users but also to be able to collect metrics about the level of support that it is achieving. From the ticketing system to the process of analyzing this information, you will obtain the detail necessary to achieve the ultimate support center success. In this course, we will cover support center toolsets and how to use them to achieve our business goals. Some of the major topics that we will cover include operational excellence, choosing support center toolsets, and metrics evaluation through operational excellence models. By the end of this course, you will have an understanding of the types of common toolsets needed by a service center to ensure success. I hope you'll join me on this journey to learn more about support center tools, technologies, and metrics through this course at Pluralsight.

Service Center Toolsets
Service Center Toolsets. My name is Theresa Miller, and I am the founder and CEO of 24x7ITConnection. I'm looking forward to talking about the types of tools that you can leverage to ensure that you have the right checks and balances in place for your service center needs. Here's an overview of what we'll cover today. One, the value of service center toolsets. Two, how ticketing systems can tie into the toolsets you need to use. And content management systems.

Metrics Evaluation Through an Operational Excellence Model
Metrics evaluation through an operational excellence model. My name is Theresa Miller, and I am the founder and CEO of 24x7 IT Connection, and I'm looking forward to talking about this topic with you today. Here's an overview of what we're going to cover. We're going to talk about what key performance indicators, or KPI's, are, and how these factor in to the work your team is doing within your service center. We're going to talk about Six Sigma, and how this can also influence the decisions that you're making for your team. And, the last portion of what we're going to talk about today is making sure you're keeping an eye on the metrics once you have all the right tools for evaluation in place.