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Category Archives: All Resources

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All Resources, Desktop Support, Service Desk

Service Delivery Transformation – A Wish-List from the Front Line

Posted on August 26, 2020 at 12:14 pm by / 0
Recent events have forced many organizations into a state of rapid transformation – particularly in the Service and Support industry. If you are like most service delivery organizations, your front line is now geographically scattered, working from home offices, bedrooms, garages, basements, living rooms, etc. You may be struggling to manage and motivate this newly decentralized workforce. Your team may be challenged with low… Read More
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All Resources, Call Center, eBooks, Member, Whitepapers

Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 1:51 pm by / 1 Comment
This free 44-page eBook is an introduction to Insourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Insourced Contact Center metrics. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member.… Read More
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All Resources, eBooks, Member, Service Desk, Whitepapers

Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 12:01 am by / 3 Comments
This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member. Membership… Read More
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All Resources, Call Center, Desktop Support, Member, Service Desk

The Metrics Hierarchy in IT Service and Support

Posted on August 12, 2020 at 12:04 pm by / 0
Leveraging KPIs for Continuous Service Improvement Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT support managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that IT service managers have at their fingertips, most cannot answer… Read More
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All Resources, Desktop Support, Member, Metric of the Month, Service Desk

ROI OF SUPPORT PART II

Posted on August 5, 2020 at 4:24 pm by / 0
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 relationships for the metric. The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide… Read More
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