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
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
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
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
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
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
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
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
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
