Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Jeff Rumburg (Managing Partner, MetricNet, LLC)
Location: Vista Ballroom 203
Date: Tuesday, May 17
Time: 8:30 am - 3:30 pm
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only - Get your pass now!
Session Type: Pre-Conference Training
Vault Recording: TBD
Audience Level: Intermediate
Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in IT service and support, where effective performance measurement is a prerequisite for a successful center. This workshop addresses this shortcoming by providing a comprehensive overview of metrics and best practices in performance measurement. If you're a technical support professional who wants to harness the true power of metrics for individual, team, and organizational performance, this workshop is for you!
Participants will learn about: