“Training is an investment - A ROI Case Study”
presented by Alec Norrie, Senior
Manager & Partner
RADAR Solutions Group
Summary
So often in tough times training budgets get slashed….
but is this a sound strategy? Considering the small proportion that
training dollars are in a budget does that saving really make a
difference to that “bottom line”? Taking the approach that putting in
place a well-directed training program with clear Objectives, suitable
Strategies and a sound Tactical implementation can, in fact, increase
help desk efficiency, reduce costs and improve client satisfaction.
The target audience: this presentation is
beneficial to Help Desk Operational managers, CIOs, IT Financial
Directors
The audience will learn how management-planned and
directed training programs can reduce call resolution times, reduce
call transfers to second level groups and pave the way for effective
problem management. The audience will be introduced to interactive
modeling techniques, which will provide “what if” costing information
and demonstrate financial payback
Biography
Alec Norrie
Mr. Norrie is a senior manager and a senior partner
with RADAR Solutions Group (RADAR), with over 25 years experience in a
wide variety of customer service roles in the computer industry. He has
extensive knowledge in managing teams responsible for Call Centre and
Help Desk services both in North and South America, including the
consolidation of all US customer service call centres for Digital
Equipment into two major US locations.
Alec is a co-developer and a facilitator of RADAR's
successful "Service Excellence" series of customer service courses.
RADAR is an authorized training partner of HDI and Alec teaches the
HDSA and HDM courses. Alec is the VP of Membership in the Ottawa
Chapter and represents the Eastern Canada chapters as a Director on the
HDI Member Advisory Board. Alec has been engaged as a guest speaker at
several key customer service conferences in the UK and North America.
Day/Time
May 26th, 2004 2:30 pm -
3:30 pm
Location
Centurion Centre, Chariot Room
170 Colonnade Road, S.
Ottawa, ON
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Symposium Agenda
