Net Promoter Score Benchmarks | Metric of the Month All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month 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 RumburgApril 15, 2019
Annual Agent Turnover | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month 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 RumburgMarch 10, 2019
Customer Satisfaction | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month 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…Jeffrey RumburgJune 16, 2018
Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations All ResourcesDesktop SupporteBooksMemberWhitepapers Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Insourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
Service and Support as a Business | KPIs that Tell the Big Picture All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
Ratio of Agents to Total Headcount All ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
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
Desktop Support Metrics: Cost per Ticket All ResourcesDesktop Support Desktop Support Metrics: Cost per Ticket The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics,…Angela IrizarryMay 10, 2012
Desktop Support Metrics: Overview All ResourcesDesktop Support Desktop Support Metrics: Overview When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for…Angela IrizarryMay 10, 2012
