Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Tag(s): metrics and measurements, supportworld
Date Published April 25, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
Date Published April 19, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Tag(s): supportworld, metrics and measurements, KCS, knowledge management
Date Published April 12, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Tag(s): supportworld, metrics and measurements, customer experience, customer satisfaction
Date Published April 11, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
Date Published April 4, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Optum’s End User Technology Services harnessed a focus on teamwork and implemented centralized services where needed to help them achieve team excellence.
Tag(s): supportworld, support center, service management, workforce enablement, technology, metrics and measurements, desktop support, customer experience, hdi conference
Date Published March 28, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Marsh & McLennan tackled a growing service desk, software updates, language barriers, and integration from mergers and acquisitions to achieve team excellence.
Tag(s): supportworld, workforce enablement, technology, service management, support center, metrics and measurements, customer experience, desktop support, hdi conference
Date Published March 27, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
The Houston Independent School District overcame challenges with leadership turnover, hardware rollouts, knowledge management, and business systems to achieve team excellence.
Tag(s): supportworld, workforce enablement, workforce enablement, service management, technology, metrics and measurements, customer experience, customer service, desktop support, support center, hdi conference
Date Published March 26, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Jeff Rumburg explores tickets per user per month and dispels a common misperception that the user population alone will define the number of technicians needed.
Tag(s): supportworld, metrics and measurements, staffing, support center
Date Published March 20, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago
Many service and support organizations struggle with the ability to make lasting improvements because they don't know how to assess the metrics they report.
Tag(s): supportworld, metrics and measurements
Date Published March 14, 2018 - Last Updated 5 Years, 107 Days, 19 Hours, 41 Minutes ago