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 reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. How does your organization measure up?
Tag(s): hdichat, supportworld, ITSM, reporting, reporting-and-analytics, technology
July 19, 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

Designing a ticket categorization structure that not only makes sense, but which can also stand the test of time is an important, if difficult, task. Support organizations must strike a balance between selecting categories that are easy for analysts to choose correctly and producing reports that...
Tag(s): process, practices and processes, metrics and measurements
July 14, 2016