| 1. Role Customer Support Manager & KPI in Financial Management.mp4 | 88.4 MB | ||
| 1. Type of Technologies used in Support Center.mp4 | 85.3 MB | ||
| 2. Case Study 3 How to Prepare a Business case for Help Desk system.mp4 | 300.1 MB | ||
| 2. Type of Support Channels used in Support Center.mp4 | 150.7 MB | ||
| 3. 10 Best Customer Support software.mp4 | 53.1 MB | ||
| 3. Case Study 4 How to Prepare a Business case for Support Quality Tool.mp4 | 113.1 MB | ||
| 4. Case Study 1 Selecting the Helpdesk Technology Process to gain insights.mp4 | 443 MB | ||
| 4. Case Study 5 How to prepare Support Budget and understand Cost Per Ticket.mp4 | 226 MB | ||
| 4.1 Finance - Anticipated Support Budget.xlsx | 187.9 KB | ||
| 4.1 Finance - Bulding Business Case Zendesk.xlsx | 317.5 KB | ||
| 5. Case Study 2 Use Score Card to select Support Help Desk Vendor.mp4 | 471.2 MB | ||
| 5. Section 2 Assignment.mp4 | 32.3 MB | ||
| 5.1 Technology - Customer_Support_Tool_Scorecard.xlsx | 102.8 KB | ||
| 6. Section 1 Assignment.mp4 | 26.8 MB | ||
| 6. Section 2.html | 102.4 B | ||
| 7. Section 1.html | 102.4 B | ||
| Bonus Resources.txt | 409.6 B | ||
| Get Bonus Downloads Here.url | 204.8 B | ||
| ▲ 18 total files | |||
Customer Support Technology & Finance
https://DevCourseWeb.com
Published 9/2023
Created by Govindraj Shetty
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz, 2 Ch
Genre: eLearning | Language: English | Duration: 11 Lectures ( 2h 40m ) | Size: 2 GB
Manager Module 2 By the Customer Support School
What you'll learn
Understand the types of technologies commonly used in Support Centers
Understand the type of Support Tool available
Selecting the Helpdesk Technology Process to gain insights into the decision-making process
Evaluate and use a Customer Support Tool Scorecard to assess the suitability of different support tools
Explore the role of a Support Manager/Head in Financial Management within a Support Center
Identify and measure Key Performance Indicators (KPIs) for a Support Manager/Head in Financial Management
Define and comprehend the concept of "cost per contact" and its significance as a vital metric in Support Center operations
Explore the concept of Return on Investment (ROI) and learn how to calculate it in the context of support center investments
Understand how to write Business case to justify investment from Management Team
Learn how to Budget a Customer Support Center
Requirements
Basic knowledge of Customer Support Service
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