Member Sample Contact Center Agent ScorecardClicking the Excel icon below will trigger an automatic download. If you have difficulty downloading the file, please disable your pop-up blocker.Angela IrizarryMarch 1, 2023
All ResourcesMemberMetric of the MonthService Desk Metric of the Month: Service Desk Balanced ScorecardEach 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…Angela IrizarryOctober 1, 2020
All ResourcesCall CentereBooksMemberWhitepapers Introduction to Outsourced Contact Center Metrics | 41 Definitions, Formulas & Key CorrelationsThis 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 CorrelationsThis 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 ResourceseBooksMemberService DeskWhitepapers Introduction to Outsourced IT Service Desk Metrics | 43 Definitions, Formulas & Key CorrelationsThis 46-page introductory guide to Outsourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 43 Outsourced IT Service Desk KPIs. A…Angela IrizarryAugust 21, 2020
All ResourceseBooksMemberService DeskWhitepapers Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key CorrelationsThis 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A…Angela IrizarryAugust 21, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk The Metrics Hierarchy in IT Service and SupportLeveraging 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 ResourcesDesktop SupportMemberMetric of the MonthService Desk ROI OF SUPPORT PART IIDownload 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 RumburgAugust 5, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk The ROI of Support Part IDownload 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 RumburgJuly 5, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction SurveysJob 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
