All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: First Contact Resolution First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of…Angela IrizarryApril 30, 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 IrizarryApril 28, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics That Matter | Schedule Adherence https://youtu.be/FNuzJLfy4Jo A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? Schedule Adherence equals the hours that…Angela IrizarryApril 24, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics that Matter | Customer Effort Score https://www.youtube.com/watch?v=ude3xY-qdmg Customer Effort measures how easy it is for your customers to do business with you. The metric is captured by surveying customers and asking: How easy was it to get the…Angela IrizarryApril 17, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Service Level It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s…Angela IrizarryMarch 23, 2020
Three Pitfalls to Avoid when Gamifying Service Delivery All ResourcesCall CenterService Desk Three Pitfalls to Avoid when Gamifying Service Delivery We recently completed a project that focused on identifying the strategic tactics that service delivery organizations (i.e., contact centers and service desks) were deploying to reduce turnover and improve retention rates. Throughout our research, it became clear…Angela IrizarryMarch 9, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Productivity | Utilization Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization…Angela IrizarryFebruary 27, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Cost per Unit of Work Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or…Angela IrizarryJanuary 30, 2020
Introduction to Chat Metrics All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Introduction to Chat Metrics Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgSeptember 18, 2019
The True Meaning of Omnichannel in Service and Support All ResourcesCall CenterService Desk The True Meaning of Omnichannel in Service and Support Agents operating in an omnichannel environment provide contextual support which improves a variety of KPIs. One of the most prevalent (and confusing) buzzwords when it comes to service and support…Angela IrizarryAugust 12, 2019
