All ResourceseBooksMemberService DeskWhitepapers Introduction to Outsourced IT Service Desk Metrics | 43 Definitions, Formulas & Key Correlations This 46-page introductory guide to Outsourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 43 Outsourced IT Service Desk KPIs. A…Angela IrizarryAugust 21, 2020
All ResourceseBooksMemberService DeskWhitepapers Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A…Angela IrizarryAugust 21, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk The Metrics Hierarchy in IT Service and Support Leveraging KPIs for Continuous Service Improvement Today’s service and support technologies make it easy to capture copious amounts of performance data. Most IT support managers can tell you everything from…Angela IrizarryAugust 12, 2020
News and Press MetricNet Survey Shows Travel and Hospitality Industry Delivers the Best Customer Experience (CX) INCLINE VILLAGE, Nev., August 5, 2020 (Newswire.com) - MetricNet has published the results of its 2020 State of CX Survey. The complete 100+ page report is now available for immediate download via MetricNet’s website. This…Angela IrizarryAugust 5, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Ticket Handle Time https://youtu.be/F7tvgwTo-gw A ticket is the basic unit of work in a service desk. Ticket handle time, therefore, represents the amount of labor required to complete one unit of work. Additionally,…Angela IrizarryJuly 2, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction Surveys Job satisfaction is the percentage of agents in the contact center, analysts in the service desk, or technicians in desktop support that are either satisfied or very satisfied with their…Angela IrizarryJune 23, 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 IrizarryJune 19, 2020
All ResourcesCalculatorsMemberService Desk Ticket Quality Scoring Template Download the Ticket Quality Scoring Template Although there is no consistent methodology for measuring Ticket Quality in the Service Desk industry, most Service Desks have developed their own scoring system…Angela IrizarryJune 18, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Chat Metrics Chat is the channel of choice for a growing number of consumers and businesses. An effective chat channel can significantly reduce the cost per transaction versus a more traditional live…Angela IrizarryJune 18, 2020
All ResourcesCall CenterMember Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has not been rigorously defined, there seems…Angela IrizarryJune 16, 2020
