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
Enterprise service management enables organizations to utilize a single operating model for all providers that offer goods and services internally.
Tag(s): supportworld, service management, service desk, ITSM, human resources
March 20, 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
IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019
Diversity and inclusion are part of smarter service and better business practices that we can all embrace.
Tag(s): supportworld, workforce enablement, workforce enablement, training, support center, leadership
February 26, 2019
Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains.
Tag(s): supportworld, metrics and measurements, staffing, support center
February 20, 2019
HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer.
Tag(s): supportworld, service desk, service management, incident management, performance management
February 19, 2019
Customer experience is the result of everything that happened during the caller’s engagement with IT.
Tag(s): supportworld, customer service, customer experience, support center
February 13, 2019