For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount.
Date Published October 11, 2018 - Last Updated December 13, 2018
Understand the four ways organizations damage the customer experience and four strategies to win back customer confidence.
Date Published October 9, 2018 - Last Updated December 13, 2018
Coaches don’t fail because they don’t understand the business. They fail because they don’t understand and empower the people who work for them.
Date Published September 26, 2018 - Last Updated December 13, 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.
Date Published September 25, 2018 - Last Updated December 13, 2018
Chat has the potential to both improve customer satisfaction and reduce the cost per ticket. Learn what metrics matter for chat.
Date Published September 18, 2018 - Last Updated February 11, 2019
The customer experience relies solely on the service and support agent’s internal moral guide of empathy, kindness, and service, not their technical ability.
Date Published September 13, 2018 - Last Updated December 13, 2018
HDI members share tips and techniques for service desk staffing during peaks in demand.
Date Published September 6, 2018 - Last Updated December 13, 2018
Focus on these five key areas to help you fulfill your support center’s vision.
Date Published August 16, 2018 - Last Updated December 13, 2018
Agent turnover can be costly and have a negative effect on service desk performance. Learn why.
Date Published August 9, 2018 - Last Updated December 13, 2018
Initiating new vs. known analysis will show you if your organization is maturing in its KCS process adoption.
Date Published July 26, 2018 - Last Updated December 13, 2018