All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk The Metrics of AI (Artificial Intelligence) https://youtu.be/phSuRdq5GCU The true test of any AI tool for service and support is the following: Without human intervention, will the tool: Reduce ticket volumes, resolve problems more quickly, decrease total…Angela IrizarryMarch 24, 2021
All ResourcesCall CenterMetric of the MonthService Desk Annual Agent Turnover https://youtu.be/voDUFwK_JZg Turnover is the percentage of all agents that leave a support organization over the course of a year. Let’s say, for example, that the average agent headcount for your…Angela IrizarryMarch 10, 2021
All ResourcesCall CentereBooksMemberWhitepapers Introduction to Outsourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations This free 44-page eBook is an introduction to Outsourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Outsourced Contact Center metrics.…Angela IrizarryAugust 21, 2020
All ResourcesCall CentereBooksMemberWhitepapers 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.…Angela IrizarryAugust 21, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk The Metrics Hierarchy in IT Service and Support 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…Angela IrizarryAugust 12, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics That Matter: Agent Job Satisfaction Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover,…Jeffrey RumburgJune 23, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction Surveys Job satisfaction is the percentage of agents in the contact center, analysts in the service desk. or technicians in desktop support that are either satisfied or very satisfied with their…Angela IrizarryJune 23, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Ask the Expert! Live Metrics Q&A! Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges…Angela IrizarryJune 19, 2020
All ResourcesCall CenterMember Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has not been rigorously defined, there seems…Angela IrizarryJune 16, 2020
