One of the most elusive of all metrics in the technology support world is accurate service case deflection. There are many methodologies for detecting and measuring it, but most are based on huge assumptions.
In this Webinar, Dave Jobling of Sophos discussed the methods the company has defined to quantify service deflection using precise statistical measures, including sample sizes and confidence intervals. Dave reviewed how the company has weeded out all the major assumptions and how their results have become consistent over time, sensitive to short-term events in the real world and have enabled Sophos to build action plans and business cases based on the results.
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