I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year.
In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked.
Think about it for a minute. Of everything you look at, which is the single most important item?
The first respondent said, “ASA [Average Speed to Answer],” whereas another followed up with “productivity.” This was followed by “response time,” “commission” and “occupancy.”
Do any of these resonate with you? If so, then you need to rethink your approach. Read more