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 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 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 SupportService Desk The Importance of Single Point of Contact (SPOC) for User Support The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 11, 2012
All ResourcesDesktop SupportService Desk % Resolved Level 1 Capable: A Critical Desktop Support Metric % Resolved Level 1 Capable is a Desktop Support metric. It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service…Angela IrizarryMay 10, 2012
All ResourcesService Desk Industry Megatrend: Service Desk Consolidation Service Desk consolidation is one of the key megatrends that MetricNet has identified in the support industry. Consolidation holds the promise of lower costs, and higher customer satisfaction for service…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportService Desk Cost vs. Price Benchmarking: Which Do You Need? Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center,…Angela IrizarryMay 10, 2012
All ResourcesService Desk Single Point of Contact (SPOC) | Service Desk KPI The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 10, 2012
