Data is important but is not enough on its own. Using your data to communicate can help you establish trust.
Tag(s): supportworld, metrics and measurements, ITSM, service management
Date Published November 15, 2018 - Last Updated December 13, 2018
The HDI team would like to honor the memory of our Service Management World 2018 keynote speaker, Tom Kadlec, who passed away on October 24, 2018.
Tag(s): supportworld, support center, service management, customer experience, desktop support, metrics and measurements, workforce enablement, technology
Date Published November 1, 2018 - Last Updated December 13, 2018
Ensure that your training goals are aligned with overall business goals and establish measurements for gauging effectiveness of that training.
Tag(s): supportworld, training, business alignment, metrics and measurements, technical support
Date Published October 31, 2018 - Last Updated December 13, 2018
For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Tag(s): supportworld, metrics and measurements, staffing
Date Published October 11, 2018 - Last Updated December 13, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
Date Published October 4, 2018 - Last Updated December 13, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Tag(s): supportworld, metrics and measurements, support center, performance management
Date Published September 25, 2018 - Last Updated December 13, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
Date Published September 19, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
Date Published September 18, 2018 - Last Updated February 11, 2019
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
Date Published September 4, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
Date Published August 9, 2018 - Last Updated December 13, 2018