Measures, Metrics and Madness: Boston Workshop March 18, 2011
One of the top attended TSIA Member webcasts last year was a September event with my long time friend Phil Verghis, founder of the Verghis Group. The webcast was “Measures, Metrics and Madness: the New World of Guiding not Grading,” and you can register for the OnDemand version here.
Phil has been tracking the shift from ‘transaction-based’ support models to a ‘relationship-based’ one. This involves changing customers’ perceptions, from seeing your support team as a place to contact only when there are break-fix or “how do I” questions, to one that understands their business, including the technical and business context of their queries. Making this shift is key to introducing a Value Added Service strategy.
Due to the big response to this webcast, I wanted to let TSIA members and readers of this blog know that Phil is offering a one day workshop on the topic, March 18, 2011 at the Forefront Center in Waltham, MA. For more information, here is the link: http://www.verghisgroup.com/consulting/workshop-measures-metrics-and-madness/
Phil is a thought leader around all aspects of support, including knowledge management and KCS. This is a great opportunity to learn about the evolving world of metrics and support best practices from one of the best in the business. If you are interested, there’s even a ‘Friends of John’ discount code to use when registering: FoJ1111.
Check it out! And as always, thanks for reading!