You want to be able to learn-
✔ what you want to learn
✔ when you want to learn and
✔ with the best delivery model for you
B Virtual has brought many learning packages together to
make it simple, easy and less time consuming for you to learn.
The Certified Remote Agent Workshop is ideal for help desk analysts and support professionals who work remotely, as an integral member of a virtual support team. This one day, innovative course reviews these key areas for the virtual support resource: communication channels, technology, team dynamics and training. The virtual support member will also learn how to effectively manage their workspace and their workday, while remaining motivated and professional. As a result, virtual representatives are more effective, productive and confident in their day-to-day work, resulting in more satisfied customers and an overall stronger support team.
The Certified Remote Management Workshop is ideal for service and support leaders who manage a virtual support workforce. In this course, the leaders will learn essential management concepts to develop, deploy and maintain a successful virtual support center. This two day, innovative course includes these key topics: virtual support center return on investment (ROI) models, remote agent productivity model, remote agent best practices, virtual technology model and training. You will also learn how to develop and implement a benchmarking and performance model for your virtual employees. As a result, you become more effective managing your virtual team, and the remote team members are more satisfied, resulting in lower attrition and higher customer satisfaction.
The Bomgar Problem Solving & Critical Thinking Workshop is ideal for help desk analysts, support professionals and managers who want to enhance their skill level for identifying true root causes. During the 2.5 hour workshop course your representatives will learn a process approach to problem solving and root cause analysis, using critical and creative thinking as well as defined methodologies. As a result, representatives gain confidence and greater efficiency when resolving customer issues. This is a virtual instructor-led course.
This comprehensive course prepares you for the ITIL 2011 Foundation Certificate in IT Service Management. Learn about process improvements, benefits, and challenges of ITIL 2011, and then complete your ITIL 2011 Foundation certification.
This instructor-led course prepares you for the ITIL Intermediate Qualification: Service Operation Certificate. This course is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certification.
Ideal for help desk analysts, support professionals and managers, this course provides a solid understanding of the Bomgar Representative Console, and what your customer sees during a support session. During the half-day course, your support representatives will become knowledgeable in session initiation, troubleshooting tools, session management and other support features. As a result, reps gain confidence and greater efficiency when initiating sessions and resolving customer issues. (Offered on-site, virtual or on-demand)
This one-day course is designed for system/network administrators and support desk managers who want to learn how to configure and extend Bomgar for your environment using remote support best practices. Your administrators and managers will also learn how to utilize Bomgar's foundational features to reduce administrative time and increase first-call resolution. (Offered on-site or in a virtual format)
This course is ideal for system/network administrators and business analysts who want a solid understanding of how Bomgar fits within their overall IT and network infrastructure and how to integrate Bomgar with other help-desk systems and automate many administrator functions. Upon completion of the one-day training, your support team will be better equipped to increase first-call resolution, reduce incident handling time, and decrease call escalation. (Offered on-site or in a virtual format)
Contact us for more details or to schedule a customized Instructor-led Onsite class!
