All ResourcesDesktop SupportMemberWhitepapers Desktop Support and Field Services Staffing Ratios | How Many Technicians do You Need? One of the most common questions I hear from IT support managers is “How many techs should I have in desktop support?” It’s a great question, but one that is…Angela IrizarryApril 23, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics that Matter | Customer Effort Score https://www.youtube.com/watch?v=ude3xY-qdmg Customer Effort measures how easy it is for your customers to do business with you. The metric is captured by surveying customers and asking: How easy was it to get the…Angela IrizarryApril 17, 2020
All ResourcesDesktop SupportMemberRecorded Webcasts Mean Time to Resolve Incidents | Mean Time to Fulfill Service Requests MetricNet's research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction.…Jeffrey RumburgApril 17, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Service Level It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s…Angela IrizarryMarch 23, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Productivity | Utilization Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization…Angela IrizarryFebruary 27, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Cost per Unit of Work Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or…Angela IrizarryJanuary 30, 2020
All ResourcesDesktop SupportNews and PressService Desk 6 SMWorld Speakers Discuss ‘What’s Next’ For IT Service and Support The annual Service Management World conference is just a few weeks away and the theme of this year’s event is “We’re Here for What’s Next”. When I initially read that,…Angela IrizarryOctober 7, 2019
All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Introduction to Chat Metrics 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 RumburgSeptember 18, 2019
All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month 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 RumburgApril 15, 2019
