For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Tag(s): supportworld, metrics and measurements, staffing
October 11, 2018
HDI is now accepting applications from industry experts and service and support practitioners to write for ThinkHDI.com.
Tag(s): supportworld, support center, technology, workforce enablement, customer experience, desktop support, service management, metrics and measurements
October 4, 2018
Display boards in support centers can serve a variety of purposes, such as showing incoming work, measuring performance against KPIs, and highlighting rewards and recognition.
Tag(s): supportworld, metrics and measurements, support center, performance management
September 25, 2018
Rather than providing an exceptional customer experience, focus your service management efforts on giving the customer what they really want.
Tag(s): supportworld, customer experience, customer satisfaction, service management, technical support, metrics and measurements
September 19, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Tag(s): supportworld, metrics and measurements, chat, technical support, workforce enablement
September 18, 2018
A well-functioning support center does more than just respond to contacts and close tickets. But, to show the value, you must provide business-relevant measures.
Tag(s): support center, supportworld, metrics and measurements, business value
September 4, 2018
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 29, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Tag(s): workforce enablement, supportworld, metrics and measurements, customer satisfaction
August 9, 2018
Learn how a scorecard-based service management roadmap can help you measure and then manage your continuous service improvement (CSI) activities.
Tag(s): supportworld, metrics and measurements, service management, continual service improvement, balanced scorecard
August 7, 2018
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
July 19, 2018