Clicking the Excel icon below will trigger an automatic download. If you have difficulty downloading the file, please disable your pop-up blocker.
Angela IrizarryMarch 1, 2023
This free 44-page eBook is an introduction to Outsourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Outsourced Contact Center metrics.…
Angela IrizarryAugust 21, 2020
This free 44-page eBook is an introduction to Insourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Insourced Contact Center metrics.…
Angela IrizarryAugust 21, 2020
This 46-page introductory guide to Outsourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 43 Outsourced IT Service Desk KPIs. A…
Angela IrizarryAugust 21, 2020
This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A…
Angela IrizarryAugust 21, 2020
Leveraging KPIs for Continuous Service Improvement Today’s service and support technologies make it easy to capture copious amounts of performance data. Most IT support managers can tell you everything from…
Angela IrizarryAugust 12, 2020
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
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
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
