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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...

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