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Category Archives: Member

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All Resources, Call Center, eBooks, Member, Whitepapers

Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 1:51 pm by / 1 Comment
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. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member.… Read More
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All Resources, eBooks, Member, Service Desk, Whitepapers

Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 12:01 am by / 3 Comments
This 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 brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member. Membership… Read More
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All Resources, Call Center, Desktop Support, Member, Service Desk

The Metrics Hierarchy in IT Service and Support

Posted on August 12, 2020 at 12:04 pm by / 0
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
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All Resources, Desktop Support, Member, Metric of the Month, Service Desk

ROI OF SUPPORT PART II

Posted on August 5, 2020 at 4:24 pm by / 0
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
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All Resources, Desktop Support, Member, Metric of the Month, Service Desk

The ROI of Support Part I

Posted on July 5, 2020 at 8:31 am by / 1 Comment
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

Posted on June 23, 2020 at 3:18 am by / 0
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
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All Resources, Calculators, Member, Service Desk

Ticket Quality Scoring Template

Posted on June 18, 2020 at 4:49 pm by / 0
Although there is no consistent methodology for measuring Ticket Quality in the Service Desk industry, most Service Desks have developed their own scoring system for grading the quality of a ticket. Most will measure ticket quality on a scale of zero to 100%, and evaluate such things as analyst courtesy, professionalism, empathy, timeliness of resolution,… Read More
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All Resources, Call Center, Member

Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement

Posted on June 16, 2020 at 5:17 pm by / 0
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 to be universal agreement that employee engagement and employee job satisfaction are highly correlated.  In fact, many who write on the topic of employee engagement… Read More
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