All ResourcesMemberMetric of the MonthService Desk Agent Utilization | Metric of the Month One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on…Angela IrizarryMarch 23, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the Month First Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
All ResourcesDesktop SupportMemberMetric of the Month Desktop Support Cost per Ticket | Metric of the Month Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. OperatingAngela IrizarryJanuary 23, 2012
All ResourcesMemberService DeskWhitepapers Maximizing First Level Resolution | The Key to Minimizing End User TCO Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Maximizing First Level Resolution: The Key to Minimizing End User TCO Introduction First Level Resolution…Angela IrizarryJanuary 17, 2012
All ResourcesDesktop SupportMemberWhitepapers Desktop Support Best Practices | Eight Essential KPIs Download This Article Forward To A Friend Desktop Support Best Practices Eight Essential KPIs Introduction When it comes to end-user support, most people automatically think of the Level 1…Angela IrizarryDecember 17, 2011
All ResourcesMemberMetric of the MonthService Desk Agent Job Satisfaction | Metric of the Month Customer Satisfaction is top-of-mind for virtually every service organization. And for good reason: it is the single most important measure of quality for a service desk or desktop support group.…Angela IrizarryDecember 9, 2011
All ResourcesDesktop SupportMemberMetric of the MonthService Desk % Resolved Level 1 Capable | Metric of the Month % 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 IrizarryNovember 23, 2011
All ResourcesMemberWhitepapers Call Center Benchmarking Defined Download This Article Forward To A Friend How Does YOUR Call Center Stack Up? Part 1: Call Center Benchmarking Defined How World-Class Call Centers Use Benchmarking to Continuously Improve…Angela IrizarrySeptember 16, 2011
All ResourcesRecorded Webcasts August 9, 2011 MetricNet Webcast Webinar: The pursuit of customer satisfaction through continuous improvement programs is high on most Call Center and IT Service Desk agendas, yet most still fail to understand the totality of…Angela IrizarrySeptember 13, 2011
All ResourcesMemberWhitepapers Call Center Benchmarking Peer Group Selection Download This Article Forward To A Friend How Does YOUR Call Center Stack Up? Part 3: Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison of Your…Angela IrizarryJuly 16, 2011
