Best and Worst Practices for Managing your Support Team
Thursday, October 18 - 10 AM PDT / 1 PM EDT
What are the differences between the best and worst managers and executives in customer support? We now know what these success factors are - and we have decades of experience and literature to back it up.
Join Rich Gallagher, support industry expert and noted author, as he delves into these big-ticket practices and procedures that will enable support leaders to achieve excellence in the 21st century.
Join this live, interactive webinar to learn:
- The 3 best practices and how to put them to use
- The 3 worst practices and how to avoid them
- Tricks and tips on managing your support team
The "Quality Support Start": A New Approach to Metrics and Performance Management
Metrics are a tremendous challenge for any support manager. Focus too much on the wrong metrics, and you get micromanaged employees who feel treated like children – and customers who get short shrift as employees try to "make their numbers." But focus too little on performance, and your support team feels like a university without any grades. What can you do?
Watch Rich Gallagher and learn a fresh perspective on metrics that will change the way you measure support performance, including the "quality support start."
View this webinar to learn:
-- Motivation versus micromanagement
-- Why most performance metrics sabotage good performance
-- The "quality support start"
-- More tools for a performance-driven support team