Jeff Rumburg explains how a handful of critical metrics can be combined to create an overall picture of individual agent performance: the Agent Balanced Scorecard.
Date Published September 25, 2019 - Last Updated December 17, 2019
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Date Published September 23, 2019 - Last Updated December 17, 2019
The Service Management Awards honor service improvement, knowledge management, and change management initiatives that enhance the business.
Date Published September 16, 2019 - Last Updated December 17, 2019
Learn how service management platforms are using predictive analytics to enhance service operations.
Date Published September 13, 2019 - Last Updated December 17, 2019
Jeff Rumburg shares how you can combine three critical metrics to create an overall measure of Customer Experience (CX).
Date Published August 29, 2019 - Last Updated December 17, 2019
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Date Published August 15, 2019 - Last Updated August 15, 2019
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Date Published August 8, 2019 - Last Updated August 8, 2019
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Date Published July 31, 2019 - Last Updated December 17, 2019
Jeff Rumburg defines how value is created in IT service and support.
Date Published June 27, 2019 - Last Updated December 17, 2019
This month, Jeff Rumburg looks at two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.
Date Published May 29, 2019 - Last Updated December 17, 2019