Browse all metrics content below.

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...

Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
May 15, 2019

Learn about the three tools Tom Wilk used to create SLAs with his team and become a better leader.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, SLA
May 8, 2019

Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019

Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
April 4, 2019

An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
April 2, 2019

Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
March 26, 2019

How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019

There’s a story somewhere in your data. You just need to learn how to tell it.
Tag(s): supportworld, metrics and measurements, support center
March 12, 2019

Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Tag(s): supportworld, metrics and measurements, staffing, support center
February 20, 2019

HDI has assembled a panel of industry experts and practitioners to share tips, tricks, and insights to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, customer experience, desktop support, metrics and measurements, service management, support center, technology
February 11, 2019