All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | Shift-Left In this video, we're going to discuss the concept of shift-left in IT Service and Support. https://youtu.be/5KLJJhOfiBw The term shift-left has been around for about 10 years now. It simply…Jeffrey RumburgApril 27, 2020
Service Desk Staffing Ratios: How Many Analysts do You Need? All ResourcesMemberService DeskWhitepapers Service Desk Staffing Ratios: How Many Analysts do You Need? One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that…Jeffrey RumburgApril 26, 2020
All ResourcesMetrics Unleashed VLOGService Desk Metrics Unleashed | Service Desk ROI In this video, we discuss the ROI of Service and Support and specifically the ROI of the Service Desk. https://youtu.be/ooEyl1USCFc Service Desk ROI | Metrics Unleashed with Jeff Rumburg ROI…Jeffrey RumburgApril 20, 2020
All ResourcesDesktop SupportMemberRecorded Webcasts Mean Time to Resolve Incidents | Mean Time to Fulfill Service Requests MetricNet's research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction.…Jeffrey RumburgApril 17, 2020
Agent to Supervisor Ratio | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Agent to Supervisor Ratio | IT Service Desk Metrics Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgFebruary 16, 2020
Introduction to Chat Metrics All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Introduction to Chat Metrics Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgSeptember 18, 2019
Mean Time to Resolve | Metric of the Month All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
Net Promoter Score Benchmarks | Metric of the Month All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgApril 15, 2019
Tickets per User per Month | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Tickets per User per Month | Metric of the Month Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in…Jeffrey RumburgMarch 14, 2019
Annual Agent Turnover | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgMarch 10, 2019
