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
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Tickets per User per Month | Metric of the Month Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in…Jeffrey RumburgMarch 14, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | 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 RumburgMarch 10, 2019
All ResourcesMemberMetric of the MonthService Desk First Contact Resolution Rate | Metric of the Month Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to…Jeffrey RumburgJuly 17, 2018
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgJune 16, 2018
All ResourcesMember FUSION 17 – It’s All About the Experience Life is packed with two types of experiences - those happening to us and those we create for others. Over the next few minutes, I’ll walk you through why this is…Angela IrizarryNovember 9, 2017
All ResourcesCall CenterMemberWhitepapers Top 5 Customer Service Call Center Key Performance Indicators Download This Article Forward To A Friend . How Does YOUR Call Center Stack Up? Call Center KPIs The Five Most Important Performance Indicators for Customer Service Call Centers Introduction…Angela IrizarryNovember 6, 2017
All ResourcesCall CentereBooksMemberWhitepapers Introduction to Sales Contact Center Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Sales Contact Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
All ResourcesDesktop SupporteBooksMemberWhitepapers Introduction to Outsourced Desktop Support Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Outsourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
