COLORADO SPRINGS, Colo., Feb. 14 2018 (GLOBE NEWSWIRE) — HDI, the leading membership association and certifying body for service and support professionals, announces the launch of the all-new “Succeeding with Metrics” workshop led by Jeff Rumburg, co-founder and Managing Partner of MetricNet LLC, which will launch at the 2018 HDI Conference & Expo. This workshop aims to address the lack of strategic use of metrics within an organization by teaching attendees how to harness and exploit the true potential of metrics for individual, team and organizational performance. For more information on the new “Succeeding with Metrics” course and to register, please visit: hdiconference.com/pre-conference/Pre-8
“While 93% of organizations measure a range of metrics, they may not fully understand the impact of metrics on the service and support desk as a whole and how to use metrics to show value,” Fancy said. Mills, Group Training and Content Director, HDI. “The ‘Succeeding with Metrics’ workshop is designed to help organizations understand their key performance indicators and metrics while engaging an industry expert to develop an action plan on how to improve. .”
Even with over 90% of organizations measuring metrics – such as average speed of response, customer satisfaction, and abandonment rates – many fail to effectively interpret this data to improve operational performance. According to recent research, more than half of IT service and support organizations reported an increase in ticket volume in 2017. With more customers contacting service and support centers, it is important for organizations to apply their performance measures to identify strengths and improve weaknesses.
To ensure that organizations measure performance effectively, HDI has partnered with Jeff Rumburg of MetricNet LLC to launch the new “Succeed with Metrics” workshop. In this dynamic training, Rumburg will teach participants how to use their metrics while providing tools to develop an action plan that generates sustainable and measurable performance gains. Participants will come away with proven strategies for tracking trends and performance over time, diagnosing and understanding the underlying factors of performance gaps, setting individual and organizational performance goals and much more.
In addition to the 2018 HDI Conference & Expo, the “Success with Metrics” workshop will be offered at:
The 2018 HDI Conference & Expo will take place April 10-13, 2018 at the MGM Grand in Las Vegas, NV. For more information and to register, go to: HDIConference.com.
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About the HDI
Founded in 1989, HDI is the premier membership association and certification body created for the service and support industry. Since then, HDI has evolved as a source of service management professional development by providing the resources needed to optimize and improve the performance of the entire service and support center. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers. with practitioners. To learn more, visit www.ThinkHDI.com. HDI is organized by UBM plc. UBM is the largest pure play B2B event organizer in the world. Our more than 3,750 people, based in more than 20 countries, serve more than 50 different industries. Our deep knowledge and passion for these industries enables us to create valuable experiences that enable our clients to succeed. Please visit www.ubm.com for the latest UBM news and information.
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