It’s one thing to define and collect measures for the service desk. It is completely another thing to identify and collect the right measures.
Tag(s): supportworld, metrics and measurements, service management, ITSM
Date Published July 5, 2018 - Last Updated December 13, 2018
Learn how HDI members are handling SLAs for service desk call abandonment rate.
Tag(s): supportworld, metrics and measurements, FAQ, service management, service level agreement, SLA
Date Published June 26, 2018 - Last Updated December 13, 2018
HDI members weigh in on what qualifies as First Call Resolution in this discussion thread from HDIConnect.
Tag(s): supportworld, support center, service management, first call resolution, customer experience, customer service, FAQ
Date Published June 12, 2018 - Last Updated December 13, 2018
In 2018, HDI assembled a panel of industry experts and practitioners to create content to help technical support and service management professionals excel in their jobs and advance their careers.
Tag(s): supportworld, workforce enablement, workforce enablement, technology, service management, support center, customer experience, desktop support, metrics and measurements
Date Published May 17, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Tag(s): supportworld, metrics and measurements, desktop support
Date Published May 8, 2018 - Last Updated December 13, 2018
Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Tag(s): metrics and measurements, supportworld
Date Published April 25, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Tag(s): supportworld, technology, metrics and measurements, service management
Date Published April 19, 2018 - Last Updated December 13, 2018
There is no single metric that can represent the health of your knowledge management initiative. You will need to monitor and trend multiple metrics.
Tag(s): supportworld, metrics and measurements, KCS, knowledge management
Date Published April 12, 2018 - Last Updated December 13, 2018
Net promoter score gives you a clear measure of your support organization’s performance from the customer’s perspective.
Tag(s): supportworld, metrics and measurements, customer experience, customer satisfaction
Date Published April 11, 2018 - Last Updated December 13, 2018
Why do end users or customers ignore issues and continue to suffer, rather than contact support and get the issues addressed?
Tag(s): supportworld, support center, customer experience, metrics and measurements
Date Published April 4, 2018 - Last Updated December 13, 2018