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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...

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

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
May 3, 2017

Cost per ticket is the total monthly operating expense of a service desk divided by the monthly ticket volume. Do you know your cost per ticket?
Tag(s): supportworld, metrics and measurements, cost per ticket
May 2, 2017

A new UFFA scoring method could help you gain a new appreciation for KCS expectations for your tech support staff and give you an action plan for optimizing KCS.
Tag(s): supportworld, service management, metrics and measurements, KCS, knowledge management, KPI
April 27, 2017

Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Tag(s): supportworld, hdichat, metrics and measurements
April 5, 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
April 4, 2017

SLAs establish a minimum level of service a tech support organization will provide to customers.
Tag(s): supportworld, SLA, service level agreement, service management, support center
March 22, 2017