4 years ago Hutch Morzaria 2
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems.  There are many different types of helpdesks and they are called by a variety of different names depending on the function that they serve, however the main point to make clear is that their purpose Read More

KPI’s and the Importance of Measurements

12 years ago Hutch Morzaria 2
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!”  … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones.  The key is choosing the right one Read More