In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Date Published November 15, 2016 - Last Updated April 19, 2019
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Date Published November 9, 2016 - Last Updated December 1, 2017
In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Date Published November 8, 2016 - Last Updated December 15, 2016
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Date Published November 8, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Date Published October 26, 2016 - Last Updated April 19, 2019
Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Date Published October 12, 2016 - Last Updated December 15, 2016
Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Date Published October 2, 2016 - Last Updated December 15, 2016
If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Date Published September 12, 2016 - Last Updated December 15, 2016
Data without understanding can be dangerous. Always ask "why?"
Date Published August 18, 2016 - Last Updated December 15, 2016
The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Date Published August 11, 2016 - Last Updated December 15, 2016