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Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations
All Resources, Member, Metric of the Month, Service Desk
Agent to Supervisor Ratio | IT Service Desk Metrics
All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk
Net Promoter Score Benchmarks | Metric of the Month
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
Annual Agent Turnover | Metric of the Month
All Resources, Member, Metric of the Month, Service Desk
First Contact Resolution Rate | Metric of the Month
Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to their problem or an answer to their question right then and there! In fact, research across many different industries bears this out. Customer satisfaction – for virtually any type of customer service – is strongly correlated with First Contact Resolution.
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