Date Added: May 2010
Customer support is arguably the most metrics-driven department in most companies. But without a consolidated view - or dashboard - of all critical metrics, there's no clear, quick view of an organization's health nor early detection of problems before customers or profit margins are impacted.
"By having the right dashboard in place, a management team can better monitor the performance of the services organization and identify areas that need attention."-TSIA
This new TSIA white paper explores 3 fundamental metrics - operational, quality and cost - that you should include in your services dashboard, outlines specific measurements to track in each area and provides industry averages for key metrics to help with benchmarking.
Download the white paper to learn:
- Which metrics to include in a services dashboard
- Components of a strong metrics program
- How to create and implement an effective dashboard * And more...