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
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
All ResourcesDesktop SupportService Desk The Importance of Single Point of Contact (SPOC) for User Support The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 11, 2012
All ResourcesDesktop SupportService Desk % Resolved Level 1 Capable: A Critical Desktop Support Metric % Resolved Level 1 Capable is a Desktop Support metric. It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Desktop Support Metrics: Incident First Contact Resolution Rate 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
All ResourcesService Desk Industry Megatrend: Service Desk Consolidation Service Desk consolidation is one of the key megatrends that MetricNet has identified in the support industry. Consolidation holds the promise of lower costs, and higher customer satisfaction for service…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportMemberWhitepapers Critical Cost Drivers | How Much Does Your Desktop Support Cost? Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Technician Utilization Defined | Desktop Support Metrics 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
All ResourcesDesktop Support Desktop Support Metrics: Customer Satisfaction 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
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
