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A new kind of training for technical support in financial services operations.
Technical support personnel routinely find themselves wading through the unknown waters of increasingly complex and heterogeneous applications and hardware platforms. Customers are promised the convenience of whatever, whenever and wherever, yet little thought is given to how the promise will be fulfilled. A common theme that reverberates in support organizations is that technical support personnel live on the edge. Can they do so and still be in control? Yes - if they receive the right training.
TIL-recognized approach to issue resolution used in the top support organizations worldwide
- The most effective performance measures
- How scripts, knowledge management tools, and technical training fall short
- Seven customer concerns that must be front and center at all times
- Using logic to drive rapid issue resolution