In late 2014, HDI released research that showed that 86% of support centers were feeling pressure to show their value. Sometimes, however, an executive who's led a support organization recognizes that value. In response to a question about feeling pressure, one of the chat attendees told of his CEO, who sees support as a “differentiator from competition.” Which metrics are most important to senior management? Customer satisfaction, or one of its variants, is the common response. When did you last have a metrics review? Do you have one annually? More frequently? Are there ways besides metrics that the support center’s value can be shown?
Read the recap, and then keep the conversation going on HDIConnect!
Join us again this Friday, November 18, for our next #HDIchat (topic: giving thanks)!
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.