Q4 is approaching and it will soon be time to evaluate and update your technical support organization’s customer focused metrics for 2012.  To get started, I recommend that you consider customer metrics in two categories, “work in process” and “service delivery”. Work in process metrics focus on the cases or tickets that are still open and include measurements such as backlog, backlog ratio, average age and internal service level achievement. Service delivery metrics focus on the end of the support process, at the time or after the service has been delivered. These measurements include SLA (also called average days to close) and customer satisfaction. Today’sRead More →

Just talking to our employees may be one of the most powerful levers to improving business performance. I have been involved in countless process and results improvement projects over the years and have noticed a specific trend. We often make the problems more complex than they need to be and, as a result, overlook one of most obvious solutions – simply discussing the problem with our team members. This is SO important because I have proof that a simple conversation between a leader and a team member happening just one time is enough to drive lasting improvement in results. Why? We often assume that theRead More →

Guest Post By James Lawther, Head of Operations Excellence at Royal & Sun Alliance, UK For my sins I am British and we can’t get enough “Triple A” customer service. Oddly if I talk to my American colleagues about “Triple A” customer service I get a very mixed response. The polite ones look at me quizzically; those who have been stranded at the side of the road with a car full of children tend to be a bit more forth right. It took me a while to realise (sorry realize) that Triple A are the guys who fix cars. So to avoid doubt let meRead More →