Managing By Metrics: 

Effective Reporting for Support Managers

In today’s competitive business world it’s not enough to manage by instinct – effective leaders need quality data to manage their support operations, understand what is happening at the customer level, and make sound business decisions.


One of the greatest challenges facing customer service managers today is ineffective measurement.  The customer service desk is a key component in customer relationship management, and likewise those metrics are some of the most critical pieces of information a company can analyze. For B2B customer support managers there are several benefits to measuring customer service, including monitoring productivity, assigning resources appropriately, better understanding the customer, and improving the overall customer experience.

Download our white paper to learn:

  • Why help desk metrics are so important
  • Which metrics B2B customer support teams need to look at

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