Using Analytics to build a Roadmap to Success

Traditionally, measuring support operations has been straightforward. Shorter hold times are better; higher abandonment rates are worse.

Adding knowledge management to case management makes service and support harder to measure. For example, how many articles should be written? As anyone who has waded through an overgrown, under-maintained knowledgebase can tell you, more content is not better, unless each article is a high quality, unique, findable, usable solution that answers a question users really ask. It's difficult to know what the right amount of content is in advance.

There's no simple trick to using metrics to optimize today's increasingly complex service and support operations. But, in conjunction with our customers, we've developed five measurement principles that lead to success.

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