An HDI vChapter Event

Metrics for the New World of Support

An HDI vChapter Event

with Roy Atkinson
Tuesday, Jan 21, 2014

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 most frequently used support center metrics are operational, and they don’t provide the type of information needed at the tactical and strategic levels. In this webcast, Roy Atkinson will address the need for new metrics in this new world of support, and he’ll point out new ways to use metrics to show how business goals and customer needs are being met.

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About Our Speaker(s)

roy@cliftonbutterfield.com
CEO
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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