All ResourcesMetric of the MonthService Desk Metrics That Matter | User Self-Servicehttps://youtu.be/s9dAUX7SVw4 User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst. For example, the analysts on a particular service desk…Angela IrizarryJune 4, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Customer SatisfactionCustomer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike…Angela IrizarryMay 28, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Analyst to Supervisor Ratiohttps://youtu.be/2kxeB2sLiKk Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1? To answer…Angela IrizarryMay 21, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Knowledge ManagementIn this video, we're going to discuss the concept of ITIL Hacks for Knowledge Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 20, 2020
All ResourcesDesktop SupportRecorded WebcastsService Desk Using Shift-Left to Drive Service Desk EfficiencySDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost…Angela IrizarryMay 18, 2020
All ResourcesCall CenterRecorded Webcasts Remote Contact Center Agents: The Kinecta Success StoryEveryone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter…Angela IrizarryMay 14, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Abandonment Ratehttps://youtu.be/KxWysTDOwuQ Abandonment rate measures the time, in seconds, before a caller or a chat customer abandons a contact. They may abandon in mere seconds, or after several minutes of waiting. …Angela IrizarryMay 7, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Problem ManagementIn this video, we're going to discuss the concept of ITIL Hacks for Problem Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 6, 2020
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Single Point of Contact | Exclusive Member WebcastSingle point of contact, also known as SPOC, is one of the industry's best demonstrated practices in IT Service and Support. It turns out that more than 70% of IT…Jeffrey RumburgMay 4, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Analyst Training Hourshttps://youtu.be/G0mOZGRRwIs The two most common metrics for analyst training are new analyst training hours and annual analyst training hours. New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching,…Angela IrizarryApril 30, 2020