Details
Delivering high-quality customer service in today’s support environment is very important to organizations especially in the IT Service Desk.
In this session, you will learn exactly what needs to be done to assure the service quality your customer expects.
- To understand why quality assurance processes are important
- To learn the various calls, incident and service request monitoring methods for quality assurance
- To recognize the importance of conducting effective customer satisfaction surveys
- To learn the importance of the three types of popular customer satisfaction surveys used in the service desk environment
- To discover the value and benefits of collecting and comparing service desk measurements and statistics
Outline
- Understanding The Key Responsibilities Of Quality Assurance
- Common Quality Assurance Practices
- Effective Call Monitoring Methods
- Proven Incident And Request Monitoring Methods
- Key Benefits Of Monitoring
- Importance Of Customer Satisfaction Surveys
- Useful Metrics, Statistics& Measurements
Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential, and results-oriented training delivery. APEX Global (The Academy for Professional excellence) is the learning solutions arm of ECCI—the leading process improvement solutions provider in Southeast Asia. Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential and results-oriented training delivery. Our professional development
solutions cover Training and Conferences, Managed Services and Learning on Demand. We organize public training and in-house workshops tailored to specific organizations. We help companies manage their non-core yet critical training function through end-to-end training management - starting from planning and needs analysis to program evaluation and records management. Learning on Demand products we offer provide convenient and innovative ways for learning.
Applying the experience of training over 100,000 professionals in the last decade, a strong pool of expert trainers and facilitators with expertise in a niche array of domains and a strong regional presence, we provide an extensive portfolio of high-quality industry-specific and functional programs coupled with high-quality training materials to deliver our ultimate “promise”—the R.E.A.L. learning experience ...
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