All ResourcesCalculatorsCall CenterDesktop SupportMemberService Desk Measuring and Managing the Customer Experience | A MetricNet Scorecard Download the CX Scorecard Defining Customer Experience To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the…Jeffrey RumburgMay 13, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Abandonment Rate https://youtu.be/KxWysTDOwuQ Abandonment rate measures the time, in seconds, before a caller or a chat customer abandons a contact. They may abandon in mere seconds, or after several minutes of waiting. …Angela IrizarryMay 7, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Problem Management In this video, we're going to discuss the concept of ITIL Hacks for Problem Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 6, 2020
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Single Point of Contact | Exclusive Member Webcast Single point of contact, also known as SPOC, is one of the industry's best demonstrated practices in IT Service and Support. It turns out that more than 70% of IT…Jeffrey RumburgMay 4, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Analyst Training Hours https://youtu.be/G0mOZGRRwIs The two most common metrics for analyst training are new analyst training hours and annual analyst training hours. New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching,…Angela IrizarryApril 30, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: First Contact Resolution First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of…Angela IrizarryApril 30, 2020
All ResourcesCalculatorsMemberService Desk First Contact Resolution Calculator Download the FCR Calculator A high First Contact Resolution Rate (FCR) is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service…Angela IrizarryApril 30, 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 IrizarryApril 28, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | Shift-Left In this video, we're going to discuss the concept of shift-left in IT Service and Support. https://youtu.be/5KLJJhOfiBw The term shift-left has been around for about 10 years now. It simply…Jeffrey RumburgApril 27, 2020
All ResourcesMemberService DeskWhitepapers Service Desk Staffing Ratios: How Many Analysts do You Need? One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that…Jeffrey RumburgApril 26, 2020
