Last week, the HDIchatters discussed the metrics they find particularly appealing and useful. Do customers abandon calls? Is a customer-facing knowledge base effective? How much effort are customers expending to get their issues resolved? Is there such a thing as “remaining bacon”? Can it be represented mathematically? You’ll have to read on to find out.
Read the recap, and then keep the conversation going on HDIConnect!
Join us again this Friday, December 9, for our next #HDIchat (topic: investing in support)!
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.