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.
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.
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