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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