The Diagnostic Power Of Metrics
“You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few support organizations leverage KPIs to their full potential. In this session, Jeff Rumburg will present industry case studies illustrating the diagnostic power of metrics. You’ll learn how successful support organizations use KPIs to track and trend performance over time, benchmark performance, identify performance gaps, diagnose the underlying drivers of performance gaps, prescribe actions to improve performance, and take steps to optimize performance.