All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Analyst Training Hours https://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
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: First Contact Resolution First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of…Angela IrizarryApril 30, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Ask the Expert! Live Metrics Q&A! Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges…Angela IrizarryApril 28, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | Shift-Left In this video, we're going to discuss the concept of shift-left in IT Service and Support. https://youtu.be/5KLJJhOfiBw The term shift-left has been around for about 10 years now. It simply…Jeffrey RumburgApril 27, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics That Matter | Schedule Adherence https://youtu.be/FNuzJLfy4Jo A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? Schedule Adherence equals the hours that…Angela IrizarryApril 24, 2020
All ResourcesMetrics Unleashed VLOGService Desk Metrics Unleashed | Service Desk ROI In this video, we discuss the ROI of Service and Support and specifically the ROI of the Service Desk. https://youtu.be/ooEyl1USCFc Service Desk ROI | Metrics Unleashed with Jeff Rumburg ROI…Jeffrey RumburgApril 20, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics that Matter | Customer Effort Score https://www.youtube.com/watch?v=ude3xY-qdmg Customer Effort measures how easy it is for your customers to do business with you. The metric is captured by surveying customers and asking: How easy was it to get the…Angela IrizarryApril 17, 2020
All ResourcesDesktop SupportMemberRecorded Webcasts Mean Time to Resolve Incidents | Mean Time to Fulfill Service Requests MetricNet's research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction.…Jeffrey RumburgApril 17, 2020
All ResourcesMetric of the MonthService Desk Metrics that Matter | Tickets Prevented https://www.youtube.com/watch?v=wLF2-VPNzxM Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? Well, we start by measuring…Angela IrizarryApril 7, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Service Level It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s…Angela IrizarryMarch 23, 2020
