Tuesday, Sep 20, 2011
You know the drill. You spend a lot of time and resources collecting and reporting your metrics, and yet no one seems to pay attention to them until things go wrong. Do you sense that people are gaming the system to meet the KPIs instead of following the intent of the KPIs? It turns out that the metrics we have traditionally used in IT and support can mask serious issues that will cause you to fail as you morph from a reactive, break-fix organization to one that is finely attuned to the needs of the customer ecosystem, company and staff.
Join this discussion about how to make the
leap to outcome-based measures where issues such as the following will
be addressed:
- What kinds of problems can be masked by traditional activity-based measures of support?
- What are the optimal metrics for measuring outcome-based services?
- What is a litmus statement and why is it crucial to aligning aligning corporate, departmental and individual goals?
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About Our Speaker(s)
Philip Verghis
Phil Verghis, author of The Ultimate Customer Support Executive, is a long time innovative friend of HDI, including being chair of the Strategic Advisory board and the chair of the metrics subcommittee of the 2012 Strategic Advisory Board. Phil has won numerous awards and has spoken all over the world.
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