10 Benchmark Statistics For In-House Desktop Support Professionals All ResourcesBenchmarking StatisticsDesktop SupportMember 10 Benchmark Statistics For In-House Desktop Support Professionals The results of MetricNet's United States In-House Desktop Support Benchmark are in! The data includes 7 types of metrics and 28 Key Performance Indicators. In this article, we will…Angela IrizarryApril 10, 2013
Cause-and-Effect for Service Desk KPIs | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Cause-and-Effect for Service Desk KPIs | IT Service Desk Metrics Download This Article Forward To A Friend This month we depart from our usual format, and instead of discussing a single IT Service Desk metric I will explore the…Jeffrey RumburgJanuary 16, 2013
Service Desk Benchmarking Peer Group Selection All ResourcesMemberService DeskWhitepapers Service Desk Benchmarking Peer Group Selection Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 3: Service Desk Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison…Angela IrizarryDecember 22, 2012
IT Support Metrics Roundup All ResourcesDesktop SupportMemberService DeskWhitepapers IT Support Metrics Roundup Download This Article Forward To A Friend IT Support Metrics Roundup: A Year in Review By Jeff Rumburg For the past year, I’ve been breaking down one key performance…Angela IrizarryDecember 15, 2012
Agent Training Hours | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Agent Training Hours | IT Service Desk Metrics Download This Article Forward To A Friend There are two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours. New agent…Jeffrey RumburgNovember 15, 2012
Service Desk Benchmarking Defined All ResourcesMemberService DeskWhitepapers Service Desk Benchmarking Defined Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 1: Benchmarking Defined How World-Class Service Desks Use Benchmarking to Continuously Improve Their Performance…Angela IrizarryOctober 21, 2012
Call Center Benchmarking Case Study All ResourcesMemberWhitepapers Call Center Benchmarking Case Study Download This Article Forward To A Friend For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet's prospective clients, the…Angela IrizarryAugust 21, 2012
Contact Handle Time | Metric of the Month All ResourcesMemberMetric of the MonthService Desk Contact Handle Time | Metric of the Month Contact handle time is the average time that an agent spends on an inbound contact, including talk time, chat time, wrap time, and after call or after chat work time…Jeffrey RumburgJune 23, 2012
The Economic Impact of Support All ResourcesDesktop SupportMemberWhitepapers The Economic Impact of Support Download This Article Forward To A Friend The Economic Impact of Support What’s Your Value Proposition? Most IT departments can tell you how much they spend on support. But…Angela IrizarryJune 21, 2012
Call Abandonment Rate | Metric of the Month All ResourcesMemberMetric of the MonthService Desk Call Abandonment Rate | Metric of the Month An abandoned call is one where the caller hangs up before being connected to a live agent in the service desk. Call abandonment rate is the number of abandoned calls…Jeffrey RumburgMay 23, 2012
