Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Tag(s): supportworld, metrics and measurements, desktop support, costs, cost per ticket
Date Published October 18, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
Date Published September 13, 2017 - Last Updated December 6, 2017
Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Tag(s): supportworld, metrics and measurements, KPI
Date Published August 22, 2017 - Last Updated December 6, 2017
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
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
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
FCR is a measure of how effectively your service desk conducts its business, and customer satisfaction is strongly correlated with FCR.
Tag(s): supportworld, metrics and measurements, customer satisfaction, first call resolution
Date Published July 12, 2017 - Last Updated December 6, 2017
Jeff Rumburg was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management. Learn what motivates Jeff to be involved in the community.
Tag(s): supportworld, metrics and measurements, leadership, benchmarking, KPI, service management
Date Published June 20, 2017 - Last Updated December 6, 2017
Customer satisfaction is the percentage of customers who are satisfied or very satisfied with the quality of support they receive. It is the most common measure of quality.
Tag(s): supportworld, customer satisfaction, customer-satisfaction-measurement, metrics and measurements, desktop support, support center
Date Published June 7, 2017 - Last Updated December 6, 2017