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Re: Support KPIs
Hi Cortney, if I follow the categorization proposed by Patrick we are tracking: 1) Operational: SLA First response time adherence 2) Knowledge: Re-use % and Creation of knowledge articles 3) Customer…1 -
Re: Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)
Hi Alex, we are very much in the same place as you. I like the term "struggle for mindshare" - exactly my everyday job:) What definitively helps us is a committment from the Executive level…2