HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 209: Metrics 101

Krista Ciccozzi (Director, IT Customer Service, ExamWorks)

Location: Room 315

Date: Wednesday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Putting Metrics To Work

Experience Level: All

Vault Recording: TBD

Audience Level: All

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.