Date Published November 15, 2016 - Last Updated April 19, 2019
In late 2014, HDI released research that showed that 86% of support centers were feeling pressure to show their value. Sometimes, however, an executive who's led a support organization recognizes that value. In response to a question about feeling pressure, one of the chat attendees told of his CEO, who sees support as a “differentiator from competition.” Which metrics are most important to senior management? Customer satisfaction, or one of its variants, is the common response. When did you last have a metrics review? Do you have one annually? More frequently? Are there ways besides metrics that the support center’s value can be shown?
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Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.