Help Desk Management

Effectively Balancing Speed, Quality and Cost Metrics: Leveraging a Remote Support Platform to Create a Services Dashboard

Provided by Citrix Online

Category Help Desk Management

Type White Paper

Length 14

Publish Date April 08 2010

Date posted July 13 2012


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. 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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