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Industry Reports

Key performance indicators and metrics provide crucial information to a support center. HDI provides two very powerful industry reports to help support centers measure and compare metrics.

Practices and Salary Survey

Leveraging the power of 7,500 members, HDI conducts an in-depth survey of the support center practices and operations, metrics, demographics, and salary. This annual report is one of the most valuable resources for comparing your organization to others.

Metrics Guide

This set of books outlines a common framework for managers to benchmark and measure metrics within their organizations. Each booklet is broken down by its relationship to the Balanced Scorecard Model; a common definition; the method of calculation; and its impact on the organization.

 

Key Performance Indicator Bulletins

Within each KPI bulletin a metric is defined, and key points are included about the use of the metric, the formula for calculating it if applicable, the source of the metric, and what HDI research has to say about the metric.

 

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