Maximizing First Level Resolution | The Key to Minimizing End User TCO All ResourcesMemberService DeskWhitepapers Maximizing First Level Resolution | The Key to Minimizing End User TCO Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Maximizing First Level Resolution: The Key to Minimizing End User TCO Introduction First Level Resolution…Angela IrizarryJanuary 17, 2012
Desktop Support Best Practices | Eight Essential KPIs All ResourcesDesktop SupportMemberWhitepapers Desktop Support Best Practices | Eight Essential KPIs Download This Article Forward To A Friend Desktop Support Best Practices Eight Essential KPIs Introduction When it comes to end-user support, most people automatically think of the Level 1…Angela IrizarryDecember 17, 2011
Agent Job Satisfaction | Metric of the Month All ResourcesMemberMetric of the MonthService Desk Agent Job Satisfaction | Metric of the Month Customer Satisfaction is top-of-mind for virtually every service organization. And for good reason: it is the single most important measure of quality for a service desk or desktop support group.…Angela IrizarryDecember 9, 2011
% Resolved Level 1 Capable | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk % Resolved Level 1 Capable | Metric of the Month % Resolved Level 1 Capable is a Desktop Support metric. It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service…Angela IrizarryNovember 23, 2011
Call Center Benchmarking Defined All ResourcesMemberWhitepapers Call Center Benchmarking Defined Download This Article Forward To A Friend How Does YOUR Call Center Stack Up? Part 1: Call Center Benchmarking Defined How World-Class Call Centers Use Benchmarking to Continuously Improve…Angela IrizarrySeptember 16, 2011
August 9, 2011 MetricNet Webcast All ResourcesRecorded Webcasts August 9, 2011 MetricNet Webcast Webinar: The pursuit of customer satisfaction through continuous improvement programs is high on most Call Center and IT Service Desk agendas, yet most still fail to understand the totality of…Angela IrizarrySeptember 13, 2011
Call Center Benchmarking Peer Group Selection All ResourcesMemberWhitepapers Call Center Benchmarking Peer Group Selection Download This Article Forward To A Friend How Does YOUR Call Center Stack Up? Part 3: Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison of Your…Angela IrizarryJuly 16, 2011
The Role of IT Support in CIO Career Success All ResourcesDesktop SupportMemberService DeskWhitepapers The Role of IT Support in CIO Career Success Download This Article Forward To A Friend The CIO’s Service and Support Imperative The Role of IT Support in Your Career Success The IT industry is being transformed by…Angela IrizarryMarch 16, 2011
