HDI Charlotte- 10th Annual Technology Forum & Vendor Expo

July 20, 2017

Finally! An Open, Modern Metrics Standard

Phil Verghis is the author of The Ultimate Customer Support Executive and a long-time supporter of HDI. He’s a former chair and two-time member of the HDI Strategic Advisory Board. With roots in customer support, he has kept the voice of the customer and the voice of the employee as he moved into C-suite roles. He is the CEO and co-founder of Klever, based in the Research Triangle area of NC.

There’s no standard way for tech support leaders to report on what they measure. Even worse, they often measure too much—sometimes things that aren’t even relevant. Most organizations rely on metrics that were developed and perfected for phone-based call centers from the last century. Times have changed, so why haven’t our metrics? This session will introduce you to a powerful framework that will forever change how you think about metrics: the first open standard for customer support leaders. Click here for details.


Technology Services World Las Vegas 2017

October 23 – 25, 2017

Finally! An Open, Modern Metrics Standard

Click here for details