How do you know if your technical support center is meeting its goals? Do you know how your support center’s performance compares to other support centers and organizations? Do you know what you should measure and where should you be focus your improvement efforts?
This one-day course is designed to identify the metrics that every support center should be using to measure individual, team, and organizational performance. The course will introduce key performance indicators (KPIs) and will identify the important types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate them, and what do to with them.