Posted by Dana Briggs at September 21, 2009
Filed Under: Technical Customer Service
Have you seen the latest Sprint Mobile Phone Commercials? They are advertising their “Now Network” featuring metrics that brandish facts like, “26,000 people researched restaurants in a cab, while 29 of those people left their phones in that same cab”. How about the statistic that states “The most popular subject among 67,000 people texting in a staff meeting is Diapers.” We are bombarded with metrics, of the massive or mundane everywhere, and they focus on all kinds of information. What you do with that information is a whole different story.
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The NOC has been working on measurements this year and we are spearheading a project in ENA to revamp our tools so they can gather more pertinent and detailed information about our customers’ issues and requests. For example, we may want to know how many flux capacitors used 1.21 gigawatts of electricity. (Note: I sit next to Michael and I thought I heard him mention a DeLorean but he may have said Doritos. Anyway, time travel is not an ENA service… yet).
ENA is instituting changes within our systems to review more effectively the data we collect. We have already updated our customer-facing ticket tracker application, and we are working on other internal systems this quarter. Our plan is to be able to generate highly informative reports by the first of the year that will enhance how we resolve issues and work with our customers.
What metrics do you or would you find useful when reporting performance or issues? Please share!
