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
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
All ResourcesDesktop SupportNews and PressService Desk 6 SMWorld Speakers Discuss ‘What’s Next’ For IT Service and Support The annual Service Management World conference is just a few weeks away and the theme of this year’s event is “We’re Here for What’s Next”. When I initially read that,…Angela IrizarryOctober 7, 2019
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
All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month 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 RumburgApril 15, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Tickets per User per Month | Metric of the Month Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in…Jeffrey RumburgMarch 14, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month 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 RumburgMarch 10, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month 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…Jeffrey RumburgJune 16, 2018
