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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-support-technology-financial/
课程评论：没有评论
**课程名称：** 客户支持技术与财务 **课程概述：** 本课程旨在帮助您掌握为客户支持服务选择合适技术的能力，并确保服务质量。您将了解不同的技术选项、它们的工作原理以及最适合您组织的技术。此外，您还将学习如何构建强有力的商业案例，说服高层管理者投资于这些技术。学完本课程，您将能够做出明智的技术决策，并向您的上级解释其重要性，从而提升您的支持中心。 **第一部分：客户支持技术** * 了解支持中心常用的技术类型。 * 探索各种可用的支持工具。 * 通过真实案例研究，深入了解技术决策过程。 **第二部分：客户支持财务管理** * 理解支持中心经理/负责人对财务管理的作用。 * 识别和衡量与财务管理相关的关键绩效指标（KPI）。 * 探讨“每联系成本”作为支持中心运营中的重要指标的意义。 * 深入理解投资回报率（ROI）的概念及其在支持中心投资中的计算方法。 * 通过实际案例研究，学习商业案例的准备。 * 了解预算、其组成部分以及计算过程。 **课程总结：** 完成本课程后，您将具备在成功运营过程中，在支持中心技术和财务方面取得卓越成就所需的知识和技能。
Course Objectives:In this course, our main goal is to help you learn how to choose the right technology for managing support services and ensuring quality. You'll understand different technology options, how they work, and which ones are best for your organization. Plus, you'll gain the skills to create strong arguments (called business cases) that convince senior managers to invest in these technologies. By the end of the course, you'll be ready to make smart tech choices and explain why they're important to your bosses, making your support center even better.Section 1: Customer Support TechnologyIn Section 1, you'll delve into the world of Customer Support Technology:Learn about the common types of technologies used in Support Centers.Explore the diverse Support Tools available.Gain insights into technology decision-making through real-world case studies.Section 2: Customer Support Financial ManagementIn Section 2, you'll navigate the financial landscape of a Support Center:Understand the role of a Support Manager/Head in Financial Management.Identify and measure Key Performance Indicators (KPIs) relevant to Financial Management.Explore the significance of "cost per contact" as a vital metric in Support Center operations.Dive into the concept of Return on Investment (ROI) and its calculation in support center investments.Analyze business case preparation through practical case studies.Learn about budgeting, its components, and the process of calculation.By the end of this course, you'll be equipped with the knowledge and skills necessary to excel in both the technological and financial aspects of running a successful Support Center.
