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Featured Resource

Are We There Yet?: The Eternal Quest for the Best Dashboard 

Metrics are too important to leave to chance. Even with the right data, how you present it can change the context of its meaning. Find out how to build the best dashboard for your organization. Read more...

Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Tag(s): supportworld, metrics and measurements, KPI
August 22, 2017

Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Tag(s): supportworld, metrics and measurements, KPI, customer-satisfaction-measurement, employee satisfaction, support center, performance management
August 15, 2017

Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
August 15, 2017

The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
August 15, 2017

Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Tag(s): supportworld, metrics and measurements, cost per ticket, KPI
August 9, 2017

FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Tag(s): supportworld, metrics and measurements, customer satisfaction, first call resolution
July 12, 2017

Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Tag(s): supportworld, metrics and measurements, leadership, benchmarking, KPI, service management
June 20, 2017

Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
June 7, 2017

The mood at HDI 2017 Conference & Expo was upbeat. Participants seemed optimistic about the future of tech support.
Tag(s): supportworld, support center, service management, metrics and measurements, workforce enablement, technology, customer experience, desktop support
May 23, 2017

Learn the difference between a metric and measure, understand why it’s important to define metrics, and know the difference between a KPI and a metric.
Tag(s): supportworld, metrics and measurements, KPI, FAQ
May 18, 2017