Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Date Published February 23, 2021 - Last Updated February 19, 2021
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Date Published January 19, 2021 - Last Updated January 20, 2023
Keep your team from spreading itself too thin and show the C-suite that you are aligned with company goals at the same time. Here are ways to reflect on whether your team is pulling toward bigger goals, and how to keep everyone engaged in those goals.
Date Published January 19, 2021 - Last Updated January 14, 2021
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Date Published January 18, 2021 - Last Updated January 14, 2021
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Date Published January 5, 2021 - Last Updated January 14, 2021
The savings service desks see from preventing tickets go beyond direct support costs.
Date Published December 30, 2020 - Last Updated January 20, 2023
Jeff Rumburg tackles one of the most widely tracked metrics in the technical support industry, Average Speed of Answer.
Date Published December 29, 2020 - Last Updated January 20, 2023
If the metrics you use look great, but your end users aren’t completely in love with your service, you might be an IT Flat Earther.
Date Published December 21, 2020 - Last Updated December 14, 2020
While AI bias is a real issue, so is racism against an organization’s frontline workers. AI also can be utilized as a tool to combat racism and abuse, and to help us identify when to support team members when a racist incident occurs.
Date Published December 1, 2020 - Last Updated November 30, 2020
Metrics must reflect the increasing complexity of interconnected systems and services. But they must also do so in a way that shows the forest from the trees. Here is how to create and gather useful metrics about the true customer experience.
Date Published November 17, 2020 - Last Updated November 17, 2020