Session 209: Metrics 101

Wednesday, April 11 at 11:30 AM

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All the acronyms and lingo associated with metrics in the world of support can be overwhelming and confusing. In this session, we will define these terms and discuss how they are used as tools to assist you. We will look at metrics for cost, productivity, quality, analyst performance, service level and contacts. Once you have a basic understanding of these tools, you are better adept at making decisions as to which metrics to track in your own environment.

Krista Ciccozzi

Director, IT Customer Service

Krista Ciccozzi has been a support industry professional for 25 years, working in large technical support organizations and smaller IT departments. Regardless of the size, Krista understands the importance of the employees doing the work. Krista received her BA in organizational communications and a certificate in business leadership from Marylhurst University, and her leadership certificate from Dale Carnegie. She is a certified LEAN Six Sigma Green Belt and is past-president of the HDI Atlanta local chapter.