All Resources, Desktop Support, Service Desk
Service Delivery Transformation – A Wish-List from the Front Line
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
All Resources, Call Center, eBooks, Member, Whitepapers
Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations
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
All Resources, eBooks, Member, Service Desk, Whitepapers
Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations
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