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SupportWorld Live - Schedule Viewer

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.

Session 208: Are Your Metrics Telling the Right Story?

Doug Tedder  (Principal, Tedder Consulting LLC)

Location: Grand Ballroom 123

Date: Wednesday, May 18

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

Is your service desk delivering real business value? It probably is, but how do you know? Most service desks measure and report on important operational metrics, such as contact volumes, MTTR, and more. Are these metrics telling the story that you want to your organization to hear? Are they truly telling the story of your service desk's business value? If you can't tell the story you want your organization to hear, then those within your organization will tell their own stories – and you may not like what they have to say. It’s time to shift the conversation. Join Doug Tedder and learn how you can own the narrative.