n some call centers, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission is and everybody is pulling in the same direction. The call center “clicks.” While there are a myriad of factors that go into creating this sort of environment, there are overarching characteristics that emerge in call centers that consistently outperform others in their respective industries….

They Have a Supporting Culture
Culture – the inveterate principles or values of the organization – tends to guide behavior, and can either support and further, or, as some have learned the hard way, ruin the best laid plans for organizational change. While there’s no guaranteed formula for creating a supporting culture, many seasoned call center managers agree that shaping culture – or, more correctly, enabling it to flourish – is a primary leadership responsibility. As a result, they spend an inordinate amount of time understanding the organization and the people who are part of it. How do leading call centers create high-performance cultures? How do they communicate their mission and values in a way that gets buy-in and alignment? Although call centers vary dramatically from organization to organization, there are four characteristics that stand out.

Commitment to Effective Communication
Communication creates meaning and direction for people. Organizations of all types depend on the existence of what Warren Bennis, noted organizational theorist, calls “shared meanings and interpretations of reality,” which facilitate coordinated action. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required, to name a few.

Leaders of high-performance call centers are predisposed to keeping their people in the know. They actively share both good news…and bad. This minimizes the rumor mill, which hinders effective, accurate communication. It also contributes to an environment of trust. As Bennis puts it, “leadership…is based on predictability. The truth is that we trust people who are predictable, whose positions are known and who keep at it; leaders who are trusted make themselves known, make their positions clear.” They also work hard to ensure they aren’t sending conflicting messages. Leaders of high-performance call centers also recognize an interesting paradox: too much communicating inhibits effective communication. There is an optimal level of communication beyond which further communication becomes counterproductive. Too many meetings, memos, conferences, electronic mail messages and on-the-fly discussions may be symptoms of weaknesses in the process, or worse, a lack of trust in the environment.


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Help Desk Manager Cert


Due to ever increasing demand and its utility Help Desk Managers are in great demand and hence Help Desk Manager Cert. Both Apple and Microsoft recently have unveiled help desk-focused certifications, a potential boon for end users who will have more places to turn to for competent help. Plus these new titles can be used as a learning blueprint by individuals seeking to expand their operating system skills beyond the everyday level. Nortel and Check Point have new offerings as well, and IBM has resurrected a batch of retired exams.


Now let’s see why Help Desk Manager Cert is important and how and where to get it. Gaining C-level management support and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation’s success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. Help Desk Manager Cert (HDM) training program provides management with the insight, strategies, and skills necessary to promote their organizations – and their own career development.


Help Desk Manager Cert ensures its recipients have:


  • Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel
  • An understanding of ROI concepts and principles
  • Excellent financial skills
  • Engaged themselves in change management and asset management
  • Experience with workforce planning
  • Tools to measure customer satisfaction
  • An understanding of how to determine the appropriate use of technology
  • Skills necessary to build and maintain high-performance teams through team building, career development, etc.
  • Developed productive relationships with employees and the organization as a whole
  • Is an effective advocate for the value of the support center with executive level management 


Help Desk Manager Cert also provides help desk managers with advanced skills for delivering excellent support and customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.  Becoming a Help Desk Manager Cert also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.


In preparation for the Help Desk Manager Cert Exam, students will learn:


  • Techniques for managing relationships across the enterprise
  • How to plan and manage enhancements to the help desk organization
  • Key processes for ensuring successful support center performance
  • How to market your services internally/externally
  • The latest technologies utilized in a service center
  • Benefits of each of the service delivery models
  • Outsourcing models and the value of each model
  • Negotiation and conflict resolution/management skills
  • Methods for building and maintaining high-performance teams
  • How to build effective service level agreements
  • Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
  • Value of mission/vision statements

Ready to buy? Order the Help Desk Toolkit today