Metrics and Measurements

Learn about the metrics you should be tracking and find the right tools for the job.

Tag(s): research, research corner, metrics and measurements

A comprehensive list of metrics and measurement information and tools.
Tag(s): metrics and measurements, KPI, first call resolution, cost per ticket, ROI, benchmarking, service level agreement, SLA


Security isn’t “someone else’s job”—it’s everyone’s job. In this webcast, Winn Schwartau will discuss the importance of good security practices in the support center. Some of those good practices include monitoring all events, recording and classifying events,...

Tag(s): practices and processes, security management, mobile device support, mobility, service management, metrics and measurements

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, toolbox, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

Tag(s): metrics and measurements, practices and processes, research, technical support, KM, knowledge management, knowledge-management-systems, KCS, staffing


While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value

The new world of support will be based on more than transactional analysis—it will be built around relationships, goals, and business value. For years, support has tracked volume, speed, and performance against transactional goals. But the new world of support is one in which we will need...
Tag(s): metrics and measurements, white paper


HDI 2013 – A Digital Experience is an award-winning free event that you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.

Mark your calendars now...

Tag(s): business of support, customer service, desktop support, knowledge management, metrics and measurements, people, performance management, practices and processes, process, professional development, social media, team building

Tag(s): customer satisfaction, customer service, customer survey tools, metrics and measurements, toolbox, people, research

If there’s one thing service desks are good at, it is collecting information and reporting on it. If there is one thing they are terrible at, it is being able to focus on the few instead of the many. But one way to find out if anyone is actually reading the reports you spend so much time...
Tag(s): metrics and measurements, people, workforce enablement, process, business of support