Learn to use the Business Maturity Index to gauge your organization’s maturity and measure your progress as you execute on business strategy.
Tag(s): supportworld, business value, maturity models, service management, metrics and measurements
November 26, 2019
Help us identify those people who are shaping the future of technical support and service management.
Tag(s): supportworld, workforce enablement, support center, service management, people, leadership, metrics and measurements, customer experience, desktop support
November 19, 2019
Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Tag(s): supportworld, metrics and measurements, workforce enablement, workforce enablement
September 25, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience, service management
September 23, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Tag(s): supportworld, service management, workforce enablement, support center, metrics and measurements, desktop support, customer experience, technology
September 16, 2019
Learn how service management platforms are using predictive analytics to enhance service operations.
Tag(s): supportworld, service management, ITSM, metrics and measurements
September 13, 2019
Jeff Rumburg shares how you can combine three critical metrics to create an overall measure of Customer Experience (CX).
Tag(s): supportworld, customer experience, customer satisfaction, metrics and measurements
August 29, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 15, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
August 8, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
July 31, 2019