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Service and Support: Made to Measure
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Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support leaders are metrics masters: from electronic status boards to thick monthly reports, filled with charts and tables, leaders manage by the numbers.
Traditionally, measuring support operations has been straightforward. Shorter hold times are better; higher abandonment rates are worse.
Adding knowledge management to case management makes service and support harder to measure. For example, how many articles should be written? As anyone who has waded through an overgrown, under-maintained knowledgebase can tell you, more content is not better, unless each article is a high quality, unique, findable, usable solution that answers a question users really ask. It’s difficult to know what the right amount of content is in advance.
Consona Corporation - Organizational Body
NONE
Information Technology
English
2009
1-7
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