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 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 Agent Utilization | Metric of the Month One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on…Angela IrizarryMarch 23, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the Month First Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
All ResourcesMemberMetric of the MonthService Desk Agent Job Satisfaction | Metric of the Month Customer Satisfaction is top-of-mind for virtually every service organization. And for good reason: it is the single most important measure of quality for a service desk or desktop support group.…Angela IrizarryDecember 9, 2011
