First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 or Level 3.
Date Published November 16, 2017 - Last Updated December 6, 2017
Learn how one organization changed the paradigm of conventional IT and put people first instead of ticket metrics to improve service delivery and customer satisfaction.
Date Published November 1, 2017 - Last Updated December 6, 2017
Learn how one service desk improved first call resolution, implemented self-service password reset, and formalized a continuous improvement process.
Date Published October 31, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at desktop support cost per ticket.
Date Published October 18, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent job satisfaction.
Date Published September 13, 2017 - Last Updated December 6, 2017
Tracking metrics, measures, and KPIs is critical to understanding how your support center is performing.
Date Published August 22, 2017 - Last Updated December 6, 2017
The power of benchmarking combined with an understanding of the cause-and-effect relationship of tech support KPIs cannot be overstated.
Date Published August 15, 2017 - Last Updated December 6, 2017
Jeff Rumburg explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance.
Date Published August 15, 2017 - Last Updated December 6, 2017
Don’t let your service management reporting metrics end up in the trash. Know your audience and report the metrics that matter to them in a timely manner.
Date Published August 15, 2017 - Last Updated December 6, 2017
Jeff Rumburg continues his series on KPIs for service and support with a look at agent utilization.
Date Published August 9, 2017 - Last Updated April 19, 2019