All ResourcesDesktop SupportMemberMetric of the MonthService Desk ROI OF SUPPORT PART II Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgAugust 5, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Introduction to Enterprise Service Management (ESM) In this video, we discuss Enterprise Service Management, or ESM. https://youtu.be/sEgUz550VLs You have probably heard this term before, and you have probably also heard of ITSM, or IT service management. …Jeffrey RumburgJuly 8, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk The ROI of Support Part I Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgJuly 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 ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for the Management Practice of Continual Improvement In this video, we’re going to discuss the concept of ITIL Hacks for the Management Practice of Continual Improvement. https://youtu.be/Fyjk7b4sHo4 As many of you know, ITIL is a multi-billion dollar…Jeffrey RumburgJune 24, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics That Matter: Agent Job Satisfaction Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover,…Jeffrey RumburgJune 23, 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
