IT Support Pros is proud to announce the following events:

NOVEMBER 2003:

• November 5  - 1:00 p.m. – 2:30 p.m. - TITLE:  Rewards on a shoestring - (See description below)

• November 18-20, 8:00 a.m. - 5:00 p.m. - TITLE:  Help Desk Manager Certification Class

DECEMBER 2003:

• December 4  - 11:00 a.m. – 12:00 noon - TITLE:  Deliver Better Support for Less - With Asset Management!

• December 15-17, 8:00 a.m. - 5:00 p.m. - TITLE:  Help Desk Analyst Certification Class

JANUARY 2004:

• January 21-23, 8:00 a.m. - 5:00 p.m. - TITLE:  Help Desk Manager Certification Class

REGISTER TODAY:

CALL US - 619-398-4100 EXT 3

EMAIL US  - info@itsupportpros.com   

               - sales@itsupportpros.com

Seminars:

TITLE: Interviewing for the Star Customer Service Representative

 October 8               1:00 p.m. – 2:30 p.m.

Interviewing is the most important step to hiring and retaining a good customer support team.  Interviewing for customer service or "soft" skills can be more difficult than determining technical capabilities.  We'll examine:

• the characteristics of a good customer service person
• steps to prepare for interviews
• new questions to ask and what the answer really tell you
• tips on how to define and prepare for the interview process

This lively, interactive discussion will help you identify the right people for your team in some surprising ways!

TITLE:  Rewards on a shoestring

November 5               1:00 p.m. – 2:30 p.m.

 Creating a motivating environment in a place where all the contact is about “someone’s problem” can be difficult at best.  Many sales contact centers have budgets for incentives based on production.  In the internal help desk, these budgets are usually small, if they exist at all.  This presentation will discuss different ideas on how to motivate the troops, without a budget!

• Understand how different things motivate different behavior styles.
• Learn creative approaches to rewards systems which don’t have to cost money. 
• Understand how to talk with your team to find out what motivates them.
• Using rewards systems to support coaching and succession planning.

 TITLE:  Metrics that make sense

December 3                1:00 p.m. – 2:30 p.m.

It’s true you can’t manage what you don’t measure, but are you managing the things that bring you value?  We’ll talk about industry best practices on metrics and what you should be measuring in your organization.  Then, once you’ve measured, what does it mean?  How do you show this information to your Senior Management in a way they will value?.

Learn about:

Key Performance Indicators – what are they and how do they relate to Metrics

How to make simple charts that grab an Executive’s attention

Measuring and calculating – are your numbers telling you what you think they are?

Click here to find out more about our white papers.