Learn what the business or IT partner wants to know, and then look at your current reports and metrics to see if they answer the question.
Tag(s): benchmarking, business value, metrics and measurements, reporting, supportworld
Date Published December 15, 2016 - Last Updated 7 Years, 77 Days, 23 Hours, 29 Minutes ago

 
In last week's #HDIchat, participants discussed their favorite metrics.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published December 6, 2016 - Last Updated 7 Years, 77 Days, 23 Hours, 29 Minutes ago

 
Who has made an impact on the technical support industry? Help us put together the list of HDI’s Top 25 Thought Leaders in Technical Support.
Tag(s): support center, desktop support, service management, metrics and measurements, technology, customer experience, workforce enablement
Date Published December 5, 2016 - Last Updated 4 Years, 318 Days, 12 Minutes ago

 
In last week's #HDIchat, participants discussed the metrics that demonstrate the support organization's value to the business.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics, business value
Date Published November 15, 2016 - Last Updated 4 Years, 318 Days, 12 Minutes ago

 
Conference attendance is a commitment in time and money. So, how do you choose which conference to attend, and how do you ensure you get a good return on your investment?
Tag(s): workforce enablement, supportworld, training, return on investment - ROI, hdi conference, fusion conference, business value
Date Published November 9, 2016 - Last Updated 6 Years, 92 Days, 5 Hours, 42 Minutes ago

 
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
Date Published November 8, 2016 - Last Updated 4 Years, 318 Days, 12 Minutes ago

 
In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Tag(s): hdichat, supportworld, metrics and measurements, reporting-and-analytics
Date Published November 8, 2016 - Last Updated 7 Years, 77 Days, 23 Hours, 29 Minutes ago

 
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
Date Published October 26, 2016 - Last Updated 4 Years, 318 Days, 12 Minutes ago

 
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
Date Published October 12, 2016 - Last Updated 7 Years, 77 Days, 23 Hours, 29 Minutes ago

 
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
Date Published October 2, 2016 - Last Updated 7 Years, 77 Days, 23 Hours, 29 Minutes ago