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, Desktop Support, Member, Service 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 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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
ROI OF SUPPORT PART II
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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
The ROI of Support Part I
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
All Resources, Call Center, Desktop Support, Member, Service 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 job. It is typically measured annually or semi-annually using a job satisfaction survey. Unfortunately, fewer than 30% of all support organizations track job satisfaction. When… Read More