Jeff Rumburg defines how value is created in IT service and support.
Date Published June 27, 2019 - Last Updated December 17, 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.
Date Published May 29, 2019 - Last Updated December 17, 2019
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Date Published May 15, 2019 - Last Updated December 17, 2019
Learn about the three tools Tom Wilk used to create SLAs with his team and become a better leader.
Date Published May 8, 2019 - Last Updated December 17, 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…
Date Published April 16, 2019 - Last Updated December 17, 2019
Employ these 10 tips on automation and reporting for service desk success.
Date Published April 4, 2019 - Last Updated December 17, 2019
An HDIConnect member is looking for a definition of First Contact Resolution. Paul Dooley shares his answer.
Date Published April 2, 2019 - Last Updated December 17, 2019
Ticket handle time is the average time that an agent spends on a service desk ticket and affects costs and staffing.
Date Published March 26, 2019 - Last Updated December 17, 2019
How do you know that your self-service portal is effective? Take a close look at your analytics.
Date Published March 19, 2019 - Last Updated December 17, 2019
There’s a story somewhere in your data. You just need to learn how to tell it.
Date Published March 12, 2019 - Last Updated December 17, 2019