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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Tag - metrics and measurements

Metric of the Month: The Agent Scorecard...

by HDI Support World Magazine  Wed 25 September 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Big Data or Big Brother: Predictive Analytics in Service Management...

by HDI Support World Magazine  Fri 13 September 2019

big da·ta noun | computing Extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human...

Metric of the Month: Customer Experience...

by HDI Support World Magazine  Thu 29 August 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

Metric of the Month: ROI of Support, Part 2...

by HDI Support World Magazine  Wed 31 July 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correl...

Metric of the Month: ROI of Support, Part 1...

by HDI Support World Magazine  Thu 27 June 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...

Metric of the Month: Agent Training Hours...

by HDI Support World Magazine  Wed 29 May 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...

No Metrics? No Problem! (No, really!)...

by HDI Support World Magazine  Wed 15 May 2019

SLAs. SLOs. TTR. ASA. Uptime. Downtime. The list of IT metrics is long and heavy with meaning. IT managers meet for lunch and ask each other “How’s your abandon rate?&r...

Metric of the Month: Call Abandonment Rate...

by HDI Support World Magazine  Tue 16 April 2019

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...

10 Tips for Automation and Reporting...

by HDI Support World Magazine  Thu 04 April 2019

5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...

FAQ: What Is Your Definition of First Contact Resolution?...

by HDI Support World Magazine  Tue 02 April 2019

Today, I’m sharing a recent question from Connect about First Contact Resolution and my response.   Q: Hi all. I'm looking for a good definition of First Contact R...

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