Helpdesk Gurus Leverage Statistics to Provide Better User Support
W
By Lance Waagner
hen it comes to gaining a clearer understanding of how your firm operates, you’ll need more than a quick glance at the financials or a client list. To address this, many software companies have developed custom analytics tools and business intelligence suites, which are being offered en masse to law firms across the land. While the naysayers point to “analysis paralysis” from too much information and data, others advocate vigilant tracking, sound metrics and key performance indicator (KPI) measurements to help make informed management and business strategy decisions. This “feast or famine” mindset is even more prevalent in many administrative departments –– including the user support/helpdesk functions.
68 www.iltanet.org Peer to Peer
