Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
June 26, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
June 12, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
May 17, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
May 8, 2018
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
April 25, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
April 19, 2018
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
April 12, 2018
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
April 11, 2018
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
April 4, 2018
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
March 28, 2018