Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Tag(s): supportworld, metrics and measurements, customer satisfaction, ITIL
June 23, 2020
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Tag(s): supportworld, metrics and measurements, customer service, service level agreement, SLA
June 2, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Tag(s): supportworld, coronavirus, customer experience, customer service, desktop support, metrics and measurements, service management, support center, technology, workforce enablement, workforce enablement
May 29, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Tag(s): supportworld, customer satisfaction, customer experience, customer-satisfaction-measurement, customer service, metrics and measurements
May 19, 2020
Roy Atkinson interviewed Ben Brennan on metrics and customer experience for IT and technical support.
Tag(s): supportworld, customer experience, metrics and measurements, technical support, podcast
April 14, 2020
Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
March 31, 2020
Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
March 26, 2020
It is important for analysts to adhere to the schedule as closely as possible to ensure that productivity and service-level goals are met.
Tag(s): metrics and measurements, supportworld, service desk, workforce enablement, workforce enablement
February 21, 2020
Staying active in the ITSM community can help you build a network of valuable resources to continue your own growth and add value to your organization.
Tag(s): supportworld, service management, workforce enablement, technology, support center, metrics and measurements, desktop support, customer experience
February 19, 2020
The Technical Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, technology, service management, service desk, support center, metrics and measurements, desktop support, customer experience, business value
February 5, 2020