There are a lot of customers in the world today – far more than in recent decades. Increasingly, these customers have high expectations for the level of customer support they will receive. They expect assistance in real-time, via any media they choose, and they expect the information and help they receive to be consistent regardless of which channel they choose.
These expectations and customer contact volume have truly upped the ante for customer support centers. The challenges are becoming more complex, and support center managers are having to juggle an increasing number of balls. While there are an increasing number of tools and technologies to help support centers – think performance management systems, analytics solutions to track metrics, key performance indicators, customer feedback channels and many others – this has simply increased the complexity of the support center environment, making the jobs of managers even more difficult. After all, support center managers aren’t simply responsible for customer relationships, but also for internal matters such as business-driven objectives for training, performance coaching, and career development planning to maximize overall organizational impact. At the same time, these managers are also expected to meet corporate goals.
Sounds like a daunting process. So where do you even begin when it comes to building a world-class support organization? Are you prepared to implement newer concepts such as “balanced scorecards” and understand how to use this information to produce powerful, predictive decision-making data? (It’s likely that the executive layer of the company is expecting this.)
The Resource Center for Customer Service Professionals LLC (RCCSP) has developed a Support Management and Training course designed for operations managers and directors who are responsible for the management, financial stability, operational performance and overall quality of the support organization. The program was designed to emphasize managerial elements that are inherent to world-class support center organizations, and to provide participants with the skills necessary to effectively manage the challenges of the most complex support centers.
After the training, participants will have grasped the management skills most applicable to the support environment including managing customer satisfaction, operations and team performance management, and facilitating a team while managing a dynamic service product, according to the RCCSP. The course focuses on skills for leading and inspiring continuous change and improvement; how to define the support center's business and directs service product design, development, and delivery; techniques for properly aligning support center operations and strategy with corporate goals and strategy; and how to implement customer focus and analyze customer feedback to increase support center value and optimize performance.
For more information, visit the RCCSP’s website here.
Edited by Stefanie Mosca