All ResourcesDesktop SupportService Desk First Level Resolution vs. First Contact Resolution – What’s the Difference? https://www.youtube.com/watch?v=OiDj4PeYnaM First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1. First contact resolution (FCR) is the percentage of contacts that are resolved…Angela IrizarryApril 8, 2021
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 Turnover https://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 ResourcesDesktop SupportService DeskWhitepapers The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most…Angela IrizarryFebruary 23, 2021
All ResourcesDesktop SupportService Desk Service Delivery Transformation – A Wish-List from the Front Line Recent events have forced many organizations into a state of rapid transformation - particularly in the Service and Support industry. If you are like most service delivery organizations, your front line is now geographically…Angela IrizarryAugust 26, 2020
All ResourceseBooksMemberService DeskWhitepapers Introduction to Outsourced IT Service Desk Metrics | 43 Definitions, Formulas & Key Correlations This 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 Correlations 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…Angela IrizarryAugust 21, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk The Metrics Hierarchy in IT Service and Support 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…Angela IrizarryAugust 12, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk ROI OF SUPPORT PART II 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 RumburgAugust 5, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 2020
