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Benchmarking and Metrics
Articles, whitepapers, presentations, and other materials related to measuring and benchmarking performance. This is an area
where Support Center University can offer considerable expertise.
Whitepaper: Support Center Costs
What is a reasonable and appropriate level of expense for a software company to spend to provide support for its customers?
S-Business Article: Support Center Metrics
Metrics to monitor to indicate whether or not reengineering changes are working.
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