All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Defining World-Class Performance in IT Service and Support In this video, we're going to discuss the definition of World-Class Performance in IT Service and Support. https://youtu.be/NZ0XgoqK6xE You’ve undoubtedly heard this term before. In fact, it is so over-used…Jeffrey RumburgJune 10, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | User Self-Service https://youtu.be/s9dAUX7SVw4 User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst. For example, the analysts on a particular service desk…Angela IrizarryJune 4, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Customer Satisfaction Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike…Angela IrizarryMay 28, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Analyst to Supervisor Ratio https://youtu.be/2kxeB2sLiKk Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1? To answer…Angela IrizarryMay 21, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Knowledge Management In this video, we're going to discuss the concept of ITIL Hacks for Knowledge Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 20, 2020
All ResourcesDesktop SupportRecorded WebcastsService Desk Using Shift-Left to Drive Service Desk Efficiency SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost…Angela IrizarryMay 18, 2020
All ResourcesCalculatorsCall CenterDesktop SupportMemberService Desk Measuring and Managing the Customer Experience | A MetricNet Scorecard Download the CX Scorecard Defining Customer Experience To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the…Jeffrey RumburgMay 13, 2020
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 ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Problem Management In this video, we're going to discuss the concept of ITIL Hacks for Problem Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 6, 2020
All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Single Point of Contact | Exclusive Member Webcast Single point of contact, also known as SPOC, is one of the industry's best demonstrated practices in IT Service and Support. It turns out that more than 70% of IT…Jeffrey RumburgMay 4, 2020
