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
All ResourcesCall CenterDesktop SupportService Desk Frequently Asked Questions Q: What services does MetricNet offer? A: MetricNet offers a range of benchmarks for Information Technology and Contact Center professionals. These benchmarks compare your performance in key areas such as…Angela IrizarryJune 11, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Defining World-Class Performance in IT Service and Support In this video, we're going to discuss the definition of World-Class Performance in IT Service and Support. https://youtu.be/NZ0XgoqK6xE You’ve undoubtedly heard this term before. In fact, it is so over-used…Jeffrey RumburgJune 10, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | User Self-Service https://youtu.be/s9dAUX7SVw4 User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst. For example, the analysts on a particular service desk…Angela IrizarryJune 4, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Customer Satisfaction Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike…Angela IrizarryMay 28, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Analyst to Supervisor Ratio https://youtu.be/2kxeB2sLiKk Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1? To answer…Angela IrizarryMay 21, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Knowledge Management In this video, we're going to discuss the concept of ITIL Hacks for Knowledge Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 20, 2020
All ResourcesDesktop SupportRecorded WebcastsService Desk Using Shift-Left to Drive Service Desk Efficiency SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost…Angela IrizarryMay 18, 2020
All ResourcesCall CenterRecorded Webcasts Remote Contact Center Agents: The Kinecta Success Story Everyone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter…Angela IrizarryMay 14, 2020
