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Category Archives: Metric of the Month

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All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

Introduction to Chat Metrics

Posted on September 18, 2019 at 12:47 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, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

Net Promoter Score | Metric of the Month

Posted on April 15, 2019 at 10:57 am 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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