All ResourcesMetric of the Month What is the ideal schedule adherence target for customer service agents?Schedule adherence is an important metric for measuring the compliance of customer service agents with their scheduled work time. It tells you what percentage of the time agents are either…Angela IrizarryFebruary 13, 2023
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk The Metrics of AI (Artificial Intelligence)https://youtu.be/phSuRdq5GCU The true test of any AI tool for service and support is the following: Without human intervention, will the tool: Reduce ticket volumes, resolve problems more quickly, decrease total…Angela IrizarryMarch 24, 2021
All ResourcesCall CenterMetric of the MonthService Desk Annual Agent Turnoverhttps://youtu.be/voDUFwK_JZg Turnover is the percentage of all agents that leave a support organization over the course of a year. Let’s say, for example, that the average agent headcount for your…Angela IrizarryMarch 10, 2021
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 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 ResourcesMetric of the MonthService Desk Metrics That Matter | Ticket Handle Timehttps://youtu.be/F7tvgwTo-gw A ticket is the basic unit of work in a service desk. Ticket handle time, therefore, represents the amount of labor required to complete one unit of work. Additionally,…Angela IrizarryJuly 2, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Chat MetricsChat is the channel of choice for a growing number of consumers and businesses. An effective chat channel can significantly reduce the cost per transaction versus a more traditional live…Angela IrizarryJune 18, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | User Self-Servicehttps://youtu.be/s9dAUX7SVw4 User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst. For example, the analysts on a particular service desk…Angela IrizarryJune 4, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Analyst to Supervisor Ratiohttps://youtu.be/2kxeB2sLiKk Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1? To answer…Angela IrizarryMay 21, 2020
