Measuring Success: How Does Your Support Centre Measure Up?
You cannot manage what you cannot measure! Are you measuring? If so, are you measuring the right things the right way? And if so, what are you doing with those numbers? At this session, we will look at the value of metrics and how metrics shape behaviour. We will also look at common Support Centre metrics (leading and lagging indicators), what they all mean, and how to best go about collecting them. And finally, this session will also explore reporting (templates will be provided) through the eyes of the most important person within your organization: your customer. If you run a Support Centre, this is one session you do not want to miss. The topic itself may be boring, but the information contained within this session will be invaluable as you strive to improve your support services.
Presented by: Ryan Burton – Director, I.T. Client Services, Humber College
Scheduled: Wednesday, May 17, 3:30 – 4:20, room S301