All Resources, Calculators, Member, Service Desk
Ticket Quality Scoring Template
Although there is no consistent methodology for measuring Ticket Quality in the Service Desk industry, most Service Desks have developed their own scoring system for grading the quality of a ticket. Most will measure ticket quality on a scale of zero to 100%, and evaluate such things as analyst courtesy, professionalism, empathy, timeliness of resolution,… Read More
All Resources, Calculators, Call Center, Desktop Support, Member, Service Desk
Measuring and Managing the Customer Experience | A MetricNet Scorecard
Defining Customer Experience To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the customer experience as a marathon, not a sprint. Each touchpoint with your customer is a mile marker, and they all influence customer perception. Moreover, customer perception is everything! It’s also critical… Read More
All Resources, Calculators, Member, Service Desk
First Contact Resolution Calculator
A high First Contact Resolution Rate (FCR) is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service desk conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training,… Read More