All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Abandonment Rate https://youtu.be/KxWysTDOwuQ Abandonment rate measures the time, in seconds, before a caller or a chat customer abandons a contact. They may abandon in mere seconds, or after several minutes of waiting. …Angela IrizarryMay 7, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Analyst Training Hours https://youtu.be/G0mOZGRRwIs The two most common metrics for analyst training are new analyst training hours and annual analyst training hours. New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching,…Angela IrizarryApril 30, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics That Matter | Schedule Adherence https://youtu.be/FNuzJLfy4Jo A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? Schedule Adherence equals the hours that…Angela IrizarryApril 24, 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 ResourcesMetric of the MonthService Desk Metrics that Matter | Tickets Prevented https://www.youtube.com/watch?v=wLF2-VPNzxM Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? Well, we start by measuring…Angela IrizarryApril 7, 2020
All ResourcesMemberMetric of the MonthService Desk Agent to Supervisor Ratio | IT Service Desk Metrics 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 RumburgFebruary 16, 2020
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
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
