Metrics and Measurements

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


In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk...

Tag(s): webinars, supportworld, metrics and measurements, reporting-and-analytics

HDI collects data on hot topics in the technical service and support industry. Quick surveys result in insightful research briefs that provide our community with timely, pertinent information that they can discuss with their peers, share with executives, and use to make research-based business...
Tag(s): research, research corner, metrics and measurements

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

Tag(s): industry report, metrics and measurements, practices and processes, technical support, technology, support center, staffing

Dashboards provide a visual representation of support center performance data, and the design is important for sharing business-critical information.

Tag(s): balanced scorecard, business intelligence, dashboards, KPI, metrics and measurements, performance management, Reporting and Analytics, reporting-and-analytics, reporting, service management, support center, supportworld, tools

Explore best practices that your organization can use to effectively deliver exceptional customer service.
Tag(s): best practice, customer experience, customer satisfaction, customer service, tools, training, 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, balanced scorecard, business intelligence, dashboards, gap analysis, reporting, reporting-and-analytics, return on investment - ROI

Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, service level agreement, SLA, performance management

Tag(s): desktop support, industry report, research, metrics and measurements, practices and processes, staffing, technology, technical support, supportworld, benchmarking

The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Tag(s): metrics and measurements, problem management, support center, service management