Let’s face it- we are all busy handling multiple tasks in our daily jobs.  Having adequate time and experience to devote to your HEAT system is often difficult if not impossible.  Unfortunately, lack of time and experience can cause your system to fall behind your current business needs and, as a result, create inefficiencies. This class focuses on four primary concepts:

1.       (R)eengineering your HEAT system to improve customer satisfaction

2.       (E)liminating inefficiencies in your system

3.       (A)ligning the help desk with your current business model

4.       (L)everaging the best tools to accomplish these goals

We recognize that you may already have some experience with HEAT.  To get the most out of your system, additional knowledge and experience should be acquired in key areas.  We won’t waste your time covering basic administration topics; we will however focus on areas that will maximize your time and allow you to make the biggest immediate impact to your system.
 

This hands-on class is designed to give you the knowledge and afford you the time to make an impact on how your current help desk is implemented.  The focus of this class is to combine several key features to achieve a more efficient, user-friendly HEAT system. We keep the class size small so that the instructor can spend adequate time catering to the individual student needs throughout the duration of the class.  Classes are taught by a seasoned HEAT engineer with many years experience spanning a variety of vertical markets.  If you are looking for a fresh perspective on how to enhance your HEAT system, then this class is for you.

Furthermore, many companies struggle with properly implementing self-service portals for their customers and/or remote access tools for their employees.  The REAL HEAT Workshop will provide lessons for basic to intermediate administration of HEAT modules such as HEAT Self Service and iHEAT, allowing you to see how to best leverage these tools to improve customer satisfaction as well as employee productivity.
 

To support the REAL concept, this three day class will drill into key areas of your system during the first two days, while day three is allocated for you to work with your instructor using your system.  This is your opportunity to discuss and implement changes.  Time will be allocated for individual questions allowing the students to focus on problems or ideas they may have.  You’ll then have the ability to take your edit set back to your company and apply those changes, allowing you to see immediate benefits from the class. 
 

The REAL HEAT Workshop is a concept-oriented class in a workshop-type setting that focuses on taking a current HEAT administrator to the next level. Some of the topics covered in the class are:

• Features – You may or may not be running the latest build of HEAT.  Frequently, upgrades are implemented, but features included in the latest release are not understood or poorly implemented to your specific environment.  The latest release of HEAT offers sophisticated tools to improve efficiencies.  Are you taking advantage of all of what your HEAT system has to offer? Find out as the instructor highlights the most important features that you can’t live without!
   

• AutoTasks – Once considered a convenient way to automate basic tasks, AutoTasks have evolved into a power tool that you should be leveraging to its fullest ability.  With the capacity to perform complex calculations and evaluate logical conditions, you should consider how you currently have AutoTasks implemented in your environment.  Learn how to leverage this powerful aspect of your HEAT system to help you better manage call records as well as customer records.
    

• Reporting – There are three basic needs when running a help desk:  (1) Give the customer a positive experience when contacting you; (2) Allow your environment to properly handle and resolve the customer issue; and (3) Report on current and past activity to improve processes.  Often, the focus falls short on reporting.  We’ll review the reports and tools that you shouldn't spend a day without.
   

• Validation Constraints – Often misunderstood and underused, validation constraints allow you to ensure data consistency.  You’ll learn how to best implement constraints to streamline processes and learn new ways of using this tool that you never imagined possible.
   

• Security – Often the HEAT system is implemented and the concept of rights/roles/teams and views are never revisited.    By gaining additional knowledge on how these various aspects of the system interrelate to one another, you’ll ensure the right people are seeing the right information at the right time.
    

• HEAT Self Service – Are you doing everything you should to provide the highest level of service to your customers?  Are you providing them with alternative avenues to communicate with your help desk during and after business hours?  Have you implemented a plan to steer your users to your self- service site?  Are they satisfied with it?  We’ll cover various aspects of self-service and educate you on key considerations for maximizing your chances of running a successful site.
    

• iHEAT – Once a tool to simply allow your employees remote access to your HEAT system, many enhancements have been made allowing the administrators better control over the experience.  With the ability to shadow iHEAT sessions, publish additional applications, configure local printing, and many other options, the administrator must understand how to use this tool best and ensure it is properly configured.
    

• Lab Time – The last half of the third day is allocated for you to take the new knowledge you have acquired and implement various changes to your HEAT system.  By having a qualified instructor available, you’ll be confident that you are making the right changes and receiving proper guidance should questions arise.  These changes can be taken back to your live system, and, if desired, implemented for immediate improvements to your processes.