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 →