Customer Support Department Front Line Leadership: For Customer Support Team Leader

If you are a New or Existing Team Leader in your current Department this book will assist you as a guide to become the Exceptional Customer Support Team Leader. We have used a variety of Case studies in each section so that you can understand the context of each Section properly. What will you learn? Role of the Customer Support Department Type of Customer Support Team Channels in the Customer Support Center Top 6 Mission & Vision of Support Center Role of a Support Team Leader Effectiveness of Leadership Relationship building with the Team A career in Customer Support Department Customer Support Maturity Stage Customer Support Business Planning & Strategy Strategic View & Case Study Service Level Management & Team leaders Role Types of Case Priority & Team Leaders Role Operating Level Agreement & Team Leaders Role Standard Operating Procedures & Team Leaders Role Support Center & Additional Process Service Operation & Additional Process in which Support Team Leader is Accountable Incident Management Process Request Fulfillment Management Process Escalation Management Process Problem Management Process Event Management Process Security Management Process Change Management Process Service Asset & Confirmation Management Process Release & Deployment Management Process Knowledge Management Process Service Management System & Team Leaders Role Accountability What is Support Metric Management? Kind of Metric How to Setup Metrics Leading v/s Lagging Indicator? Nature of Metrics Common Support Metrics Support Metric Case Study Reporting in the Support Department Support Team Leader Accountable Metrics Case Study: Gap & Trend Analysis Support Quality Management Importance of Quality Assurance What is Quality Assurance Quality Assurance Process The benefit of Quality Assurance Team Leader Role in Quality Assurance Case Study: Quality Assurance Process of a SAAS company Case Study: Outlier Management Process Case Study: Team DSAT Analysis Process Case Study: Calculating Agent Level Variation Performance Management Process Performance Management Standards Why as a Team Leader you should review the Performance of your Support Agents? Why & How to set Performance Standard? Setting SMART Objectives Case Study By-weekly Coaching Process Case Study Shadow File Process Case Study: How to measure Agent Balanced Scored (Rating & Benchmarking Method) Teamwork & Employee Motivation Type of Team forming Stages Characteristics of High Performing Teams Techniques to Reward & Recognize Employees Workforce & Training Management Staffing & Scheduling Steps & Activity involved in the Workforce Management Role of Support Team Leader in Workforce Management Process What is Utilization & Occupancy? Various Sourcing Options Case Study: Workforce Management Schedule and its Operational Overview Why Support Agent Training is IMP? Training as a Misconception by Team Leader Training Needs, Methods & Measurement Case Study: Hiring & Training Management (SAAS company) After going through this book and implementing the Good practice you will become the best Customer Support Leader... Read more