Metrics, and Myths about Metrics - Jan 21 HDI RM Chapter Meeting 

Details:  Metrics, and Mythis about Metrics

Everyone thinks they know the adage “You can’t manage what you don’t measure.” It's a myth! Many managers take this as dogma, and forget that many important things can’t be easily measured, but still have to be managed. We tend to measure what’s easy to measure. In this dynamic and interactive presentation, Roy Atkinson will explain why:

• Why you need a metrics review
• Why operational metrics aren't enough
• Why “Industry standard” metrics are a myth,
• Why First Call Resolution is misunderstood and why you might not want to improve it
• How metrics are interrelated
• Why the most important benchmarks are your own

Don't miss this opportunity.

About the Speaker:

Roy Atkinson, HDI Senior Writer / Analyst

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles, blogs, and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and at local chapters around the US. His extensive background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect. He studied advanced management strategy at Tulane University’s Freeman Graduate School of Business, and he is a certified HDI Support Center Manager.  You can follow him on Twitter at @HDI_Analyst and @RoyAtkinson.

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