Course info

This course equips customer support representatives with practical strategies to stay organized, work efficiently, and manage workloads effectively. Participants will learn how to maximize productivity, reduce stress, and improve customer satisfaction through proven time management techniques and tools.

Learning Objectives

By the end of this course, learners will be able to:

• Understand the importance and impact of time management in customer support.

• Apply techniques like the Pomodoro Technique, Time Blocking, and the Eisenhower Matrix.

• Utilize digital tools (Trello, Asana, Notion, Google Calendar, Microsoft Teams) for efficient task tracking.

• Prioritize tasks based on urgency and SLA compliance.

• Use escalation protocols to manage critical issues effectively.

• Adopt practical tips and best practices for daily time optimization.

Course Modules

1. Why Time Management Matters

   • Importance in customer satisfaction and agent well-being.

2. Defining Time Management

   • Key concepts, benefits, and definitions.

3. Time Management Techniques

   • Pomodoro Technique, Time Blocking, Eisenhower Matrix.

4. Tools and Apps

   • Overview of Trello, Asana, Notion, Google Calendar, Teams.

5. Prioritization Strategies

   • Task urgency, SLA awareness, and impact-based triage.

6. Avoiding Delays & Effective Escalation

   • Managing Time to Resolution (TTR) and when to escalate.

7. Practical Tips for Daily Use

   • Batching tasks, using templates, first-call resolution focus.

8. Best Practices and Metrics

   • Productivity tracking using key performance indicators (AHT, FCR, SLA compliance).

9. Course Summary

   • Review of key strategies and emphasis on continuous improvement.

Assessment

Quizzes, scenario-based exercises, and a final reflection on time management improvements.

Target Audience

Customer support agents and service professionals seeking better efficiency, structure, and job satisfaction.

Duration

Approx. 60–90 minutes (self-paced)