Why KCS?
A Western Kentucky University Success Story In August 2013, Western Kentucky University (WKU) adopted a new ticketing software solution across […]
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Metric of the Month: Tickets per User per Month
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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What Works in Professional Development: To Certify or Not? That Is the Technical Support Question
Alright, it’s time to answer the big technical support question! To certify or not to certify? The answer is there
The Journey to Team Excellence: Optum
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth
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Measuring Service Quality as Part of Performance Management
The goal of service management is to monitor and optimize the use of people, process, and tools to perform services
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Why the "Why" Matters to Team Success
In today’s millennial workplace, team members seek a sense of purpose. Team metrics play a big role in improving how
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IT Asset Management for Cybersecurity
Current trends in information security see things like security information and event management (SIEM), machine learning, and advanced threat protection
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Understand the Customer Experience Journey
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and
Understand the Customer Experience Journey Read More »
Silent Suffering: Why Your Customers Don’t Contact You
Recently, an HDI member who is a senior IT manager asked a troubling question: Why do end users or customers
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Metrics that Matter to the Business
Measurements are a way of communicating what is important to the organization. Take a moment and look at what your
Metrics that Matter to the Business Read More »