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Conference Presentation

Finally! An Open, Modern, Metrics Standard 2017

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There's no standard way for tech support leaders to report on what they measure. Even worse, we often measure too much sometimes things that aren't even relevant. Most organizations rely on metrics that were developed and perfected for phone-based call centers from the last century. Times have changed, so why haven't our metrics? This session will introduce you to a powerful framework that will forever change how you think about metrics: the first open standard for customer support leaders.

Presented By:

Judith Platz

VP Research, Support Services, TSIA

Phil Verghis

CEO, Klever

Dean Robison

SVP, Customer Support, ServiceNow

Publish Date: October 24, 2017

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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