Why I believe we need to rethink how we measure Customer Support Services
APRIL 20, 2017
I told him that I ran a global customer support organization and we ended up talking about how to measure success and the metrics typically used to drive a support organization. All our metrics and measurements are around that single currency. Traditional support then focuses on sickness recovery management, and we use bed turnover rates, time to recovery, quality of diagnosis and treatment as the metrics.