Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Date Published April 25, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Date Published April 23, 2018 - Last Updated December 13, 2018
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Date Published April 19, 2018 - Last Updated December 13, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Date Published April 18, 2018 - Last Updated December 13, 2018
There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Date Published April 12, 2018 - Last Updated December 13, 2018
Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Date Published April 11, 2018 - Last Updated December 13, 2018
The value of the assets you have pales in comparison to the data on those assets and entry points to your network.
Date Published April 10, 2018 - Last Updated April 8, 2020
Improving the customer experience is not a project. It is a journey that requires a long-term commitment at all levels of the organization.
Date Published April 5, 2018 - Last Updated December 13, 2018
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Date Published April 4, 2018 - Last Updated December 13, 2018