Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
June 27, 2019
This month, Jeff Rumburg looks at two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.
Tag(s): supportworld, metrics and measurements, workforce enablement, training
May 29, 2019
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
May 15, 2019
Learn about the three tools Tom Wilk used to create SLAs with his team and become a better leader.
Tag(s): supportworld, workforce enablement, workforce enablement, leadership, SLA
May 8, 2019
Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019
Employ these 10 tips on automation and reporting for service desk success.
Tag(s): supportworld, metrics and measurements, automation, reporting, reporting-and-analytics
April 4, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Tag(s): supportworld, support center, metrics and measurements, first call resolution
April 2, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Tag(s): supportworld, service desk, metrics and measurements
March 26, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019
There’s a story somewhere in your data. You just need to learn how to tell it.
Tag(s): supportworld, metrics and measurements, support center
March 12, 2019