Due to the widespread DDoS attack on October 21, we carried over our metrics topic to the #HDIchat on October 28. As per usual, metrics discussion led to lively exchange of thoughts and ideas on the topic. Do execs get detailed reports on operational metrics? Can you measure email accurately? What about chat? What are your top five metrics? If you could only report one, which would it be? Another great discussion among support professionals.
Read the recap for ideas from October 28's chat, and then keep the conversation going on HDIConnect!
Join us again this Friday, November 11, for our next #HDIchat (topic: business value)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.