Metrics Guide

The intent of the Metric Series is to give strategic direction to management. Each metric will be discussed in the context of the balanced scorecard and the way it should be used will depend on an organizations business and strategic goals. Our goal with the series is to provide organizations metric by metric, a clear definition, how the metric will impact the scorecard, bring to light any warning signs, standardize calculations, provide a how to implementation, and highlight that it all needs to be aligned with the organizations strategic goal.

Metrics Catalog Series: Volume 1 - A Reference Guide to the Balanced Scorecard Service Model

By: Robert Last

This guide is the foundation of our new Metric Catalog Series. You will be introduced to the Balanced Scorecard Service Model (BSC) and the importance it plays in the implementation and measurement of metrics. This is a must have to understand the complete catalog. Get yours today!

Metrics Catalog Series: Volume 2 - Understanding Cost per Contact by Communication Channels

By: Robert Last

In Volume 2 of the metrics series, you will see that Cost per Contact or Incident by Communications Channel is one of several key performance indicators (KPIs) that a support center can use to monitor and asses its performance.

Metrics Catalog Series: Volume 3 - Calculating and Using Resolution Metrics

By: Robert Last

While cost metrics get most of management's attention, it is resolution metrics that get a customer's attention. Once a customer connects to a support center, either by telephone or by another contact channel (e-mail, chat or self help), their primary concern is getting a solution to their problem, an answer to their question, or making a request. For each of these actions, the customer has expectations of performance that the business and support organization has to recognize honor. In Volume 3 of the metrics guide series, we will examine the uses of the resolution metrics and how they can be used with the balanced scorecard model.

Metrics Catalog Series: Volume 4 - Implementing the Balanced Scorecard for Technical Support

By: Robert Last

In this book, the fourth installment of HDI’s metrics guide series, we step back a few paces and look at the construction of Support Center Balanced Scorecard. We’ll discuss how to choose support center metrics, how to link metrics to strategy, and some useful tools and strategies that should be included in a balanced scorecard.

Metrics Catalog Series: Bundle

By: Robert Last

This set includes all 4 volumes of the metrics guide.