An essay that defines first contact resolution rate in a multichannel environment.
Tag(s): metrics and measurements, RESOURCES
Guide: HDI's standard job titles and brief definitions.
Tag(s): novice, RESOURCES, human resources, workforce management, people
Essay: Having the right leaders in place is essential to ensure the success of the support center and its professionals.
Tag(s): RESOURCES, novice, people, leadership
Guide: Service Level Agreements (SLA’s) play an integral role in ensuring that clear, concise expectations have been established between the support center and the customer.
Tag(s): RESOURCES, novice, service level agreement, practices and processes, metrics and measurements, ITSM
Essay: Should service desks allow their professionals to have a direct extension?
Tag(s): RESOURCES, novice, people, performance management
Guide: Data dictionary for Balanced Scorecard
Tag(s): RESOURCES, novice, people, performance management, balanced scorecard
Guide: Do you value your Support Center Professionals as you do your customers?
Tag(s): RESOURCES, novice, people, leadership, human resources
Essay: Quality Assurance (QA) is the best metric for evaluating support center professionals and improving service quality.
Tag(s): novice, RESOURCES, best practice, performance management
Guide: FCR - What if the support center answers IT related questions as well as business related questions?
Tag(s): novice, RESOURCES, best practice, metrics and measurements
Guide: What is the Erlang method of determining an appropriate staffing level?
Tag(s): novice, RESOURCES, staffing, workforce management