Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Tag(s): supportworld, metrics and measurements, KPI, customer-satisfaction-measurement, employee satisfaction, support center, performance management
Date Published August 15, 2017 - Last Updated December 6, 2017
Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Tag(s): supportworld, service management, metrics and measurements, dashboards, business alignment
Date Published August 15, 2017 - Last Updated December 6, 2017
Customer service expert Jeff Toister suggests three things you can do to get your employees more customer-focused.
Tag(s): customer experience, customer service, supportworld, workforce enablement, leadership, hdi conference
Date Published August 15, 2017 - Last Updated December 6, 2017
This primer seeks to help IT organizations evolve their service and support models to optimize the value of the cloud and mobility.
Tag(s): supportworld, service management, mobility, cloud, cloud computing
Date Published August 15, 2017 - Last Updated December 6, 2017
In customer support, an insincere apology can make an angry customer angrier. Leslie O’Flahavan offers three tips for writing a heartfelt apology.
Tag(s): supportworld, customer experience, customer service
Date Published August 15, 2017 - Last Updated January 20, 2023
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Tag(s): supportworld, benchmarking, metrics and measurements, support center, service desk
Date Published August 15, 2017 - Last Updated December 6, 2017
Continual Service Improvement isn’t a lifecycle stage but, rather, something you do during all stages of the service lifecycle.
Tag(s): supportworld, ITIL, ITSM, IT service management, continual service improvement, service management
Date Published August 15, 2017 - Last Updated June 15, 2018
For some support organizations, the swarming model, with its emphasis on real-time handling of issues, can deliver faster and more effective response and resolution.
Tag(s): supportworld, ITSM, service management, support models
Date Published August 10, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Tag(s): supportworld, metrics and measurements, cost per ticket, KPI
Date Published August 9, 2017 - Last Updated April 19, 2019
The importance of getting the right information to the right people at the right time cannot be overstated. Communication skills are extremely important at every level within the support center.
Tag(s): supportworld, support center, communications skills, coronavirus
Date Published August 8, 2017 - Last Updated March 23, 2020