All ResourcesMemberMetric of the MonthService Desk Cause-and-Effect for Service Desk KPIs | IT Service Desk Metrics Download This Article Forward To A Friend This month we depart from our usual format, and instead of discussing a single IT Service Desk metric I will explore the…Jeffrey RumburgJanuary 16, 2013
All ResourcesMemberService DeskWhitepapers Service Desk Benchmarking Peer Group Selection Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 3: Service Desk Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison…Angela IrizarryDecember 22, 2012
All ResourcesDesktop SupportMemberService DeskWhitepapers IT Support Metrics Roundup Download This Article Forward To A Friend IT Support Metrics Roundup: A Year in Review By Jeff Rumburg For the past year, I’ve been breaking down one key performance…Angela IrizarryDecember 15, 2012
All ResourcesMemberMetric of the MonthService Desk Agent Training Hours | IT Service Desk Metrics Download This Article Forward To A Friend There are two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours. New agent…Jeffrey RumburgNovember 15, 2012
All ResourcesMemberService DeskWhitepapers Service Desk Benchmarking Defined Download This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Part 1: Benchmarking Defined How World-Class Service Desks Use Benchmarking to Continuously Improve Their Performance…Angela IrizarryOctober 21, 2012
All ResourcesMemberWhitepapers Call Center Benchmarking Case Study Download This Article Forward To A Friend For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet's prospective clients, the…Angela IrizarryAugust 21, 2012
All ResourcesMemberMetric of the MonthService Desk Contact Handle Time | Metric of the Month Contact handle time is the average time that an agent spends on an inbound contact, including talk time, chat time, wrap time, and after call or after chat work time…Jeffrey RumburgJune 23, 2012
All ResourcesDesktop SupportMemberWhitepapers The Economic Impact of Support Download This Article Forward To A Friend The Economic Impact of Support What’s Your Value Proposition? Most IT departments can tell you how much they spend on support. But…Angela IrizarryJune 21, 2012
All ResourcesMemberMetric of the MonthService Desk Call Abandonment Rate | Metric of the Month An abandoned call is one where the caller hangs up before being connected to a live agent in the service desk. Call abandonment rate is the number of abandoned calls…Jeffrey RumburgMay 23, 2012
All ResourcesDesktop SupportMemberWhitepapers Critical Cost Drivers | How Much Does Your Desktop Support Cost? Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may…Angela IrizarryMay 10, 2012
