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First Level Resolution vs. First Contact Resolution – What’s the Difference?

Posted on April 8, 2021 at 11:28 am by Angela Irizarry / 0

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Desktop Support Field Services Budget Calculator

Posted on March 24, 2021 at 1:04 pm by Angela Irizarry / 0

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The Metrics of AI (Artificial Intelligence)

Posted on March 24, 2021 at 12:49 pm by Angela Irizarry / 0

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Annual Agent Turnover

Posted on March 10, 2021 at 12:50 pm by Angela Irizarry / 0

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All Resources, Desktop Support, Service Desk, Whitepapers

The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support

Posted on February 23, 2021 at 5:11 pm by Angela Irizarry / 1 Comment

Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units,… Read More

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Hacking ITIL Problem Management

Posted on November 12, 2020 at 1:44 pm by Angela Irizarry / 0

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AI in IT Service and Support Meaningful Metrics

Posted on November 5, 2020 at 1:46 pm by Angela Irizarry / 0

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Metrics Roundup – Industry Benchmarks for IT Service and Support

Posted on October 23, 2020 at 11:33 am by Angela Irizarry / 0

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Metrics that Matter – The Emerging Metrics of Channel Mix

Posted on October 7, 2020 at 1:22 pm by Angela Irizarry / 0

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Metrics that Matter: Shift-Left

Posted on August 31, 2020 at 7:27 pm by Angela Irizarry / 0

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Category Archives: All Resources

All Resources, Desktop Support, Service Desk

First Level Resolution vs. First Contact Resolution – What’s the Difference?

All Resources, Calculators, Desktop Support

Desktop Support Field Services Budget Calculator

All Resources, Call Center, Desktop Support, Metric of the Month, Service Desk

The Metrics of AI (Artificial Intelligence)

All Resources, Call Center, Metric of the Month, Service Desk

Annual Agent Turnover

All Resources, Desktop Support, Service Desk, Whitepapers

The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support

All Resources, Recorded Webcasts

Hacking ITIL Problem Management

All Resources, Recorded Webcasts

AI in IT Service and Support Meaningful Metrics

All Resources, Recorded Webcasts

Metrics Roundup – Industry Benchmarks for IT Service and Support

All Resources, Recorded Webcasts

Metrics that Matter – The Emerging Metrics of Channel Mix

All Resources, Recorded Webcasts

Metrics that Matter: Shift-Left

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Category Archives: All Resources

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