I’ll just say it right now: I love the Net Promoter Score. It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]
Archives for March 2013
Metrics Myth Eight: Hold a Weekly Ops Review Where Changes are Scrutinized and Punishments are Meted Out
Operations Reviews, or ops reviews, are common management tools in Support organizations. If you’re going to measure something, goes the logic, it’s best to act on those measurements. Making course […]