Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations All ResourceseBooksMemberService DeskWhitepapers Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A…Angela IrizarryAugust 21, 2020
Agent to Supervisor Ratio | IT Service Desk Metrics 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
Net Promoter Score Benchmarks | Metric of the Month 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
Annual Agent Turnover | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | 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 RumburgMarch 10, 2019
First Contact Resolution Rate | Metric of the Month All ResourcesMemberMetric of the MonthService Desk First Contact Resolution Rate | Metric of the Month Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to…Jeffrey RumburgJuly 17, 2018
Customer Satisfaction | Metric of the Month All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month 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 RumburgJune 16, 2018
Unleashing The Enormous Power of Service Desk KPIs | PDF Download All ResourcesMemberService Desk Unleashing The Enormous Power of Service Desk KPIs | PDF Download Download the PDF Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to 'Unleashing the Enormous Power of Service Desk…Jeffrey RumburgApril 14, 2015
VIDEO | Unleashing the Enormous Power of Service Desk KPIs! All ResourcesMemberService Desk VIDEO | Unleashing the Enormous Power of Service Desk KPIs! Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of 'Unleashing the Enormous Power of Service Desk KPIs'. Join the thousands of…Jeffrey RumburgApril 14, 2015
Service and Support as a Business | KPIs that Tell the Big Picture All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
Ratio of Agents to Total Headcount All ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
