Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Tag(s): KPI, metrics and measurements, performance management, reporting, service desk, support center, support operations, supportworld, workforce enablement
November 8, 2016

Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Tag(s): balanced scorecard, business alignment, KPI, metrics and measurements, support center, supportworld
October 26, 2016

Transactional surveys are based on transactions, not an overall relationship. What is true in a survey today may not be true tomorrow or the day after.
Tag(s): customer satisfaction, customer experience, customer service, customer-satisfaction-measurement, supportworld, metrics and measurements
October 12, 2016

Keeping your employees happy might just boost your customer satisfaction scores. HDI research reveals the relationship between the two.
Tag(s): customer satisfaction, employee satisfaction, metrics and measurements, supportworld
October 2, 2016

If your support center is taking on a Shift-Left strategy, be aware that your metrics will change, and not always in a direction that looks good.
Tag(s): supportworld, metrics and measurements, first call resolution, customer-satisfaction-measurement, KPI, reporting, support center
September 12, 2016

Data without understanding can be dangerous. Always ask "why?"
Tag(s): metrics and measurements, reporting-and-analytics, research
August 18, 2016

The C in FCR used to stand for first call resolution. Then along came other channels for technical support.
Tag(s): metrics and measurements, supportworld, first call resolution, multichannel support
August 11, 2016

If you are not measuring incidents and service requests separately, start doing it. It’s a big step on the road to better support and service management.
Tag(s): best practice, incident management, metrics and measurements, support center, supportworld, technical support
July 28, 2016

Backlog is important to both the service provider and its customers and supplies. A clear definition is essential to avoiding miscommunication.
Tag(s): supportworld, KPI, metrics and measurements
July 22, 2016

Last week's #HDIchat featured some truth-telling about project management, from single project focus to multiple simultaneous upgrades and changes.
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
July 19, 2016