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Dec 6, 2017 Metric of the Month: Customer Satisfaction Metric of the Month: Customer Satisfaction ... The metric is so common, that most have an intuitive feel for customer satisfaction. ... As we learned in April’s Metric of the Month, cost per ticket and customer satisfaction, are the foundation metrics in ... Please join me for next month’s Metric of the Month: Agent Utilization, the primary driver of cost per ticket in service and support. http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-customer-satisfaction.aspx - 75 KB


Nov 9, 2017 Metric of the Month: Customer Satisfaction Metric of the Month: Customer Satisfaction ... The metric is so common, that most have an intuitive feel for customer satisfaction. ... As we learned in April’s Metric of the Month, cost per ticket and customer satisfaction, are the foundation metrics in ... Please join me for next month’s Metric of the Month: Agent Utilization, the primary driver of cost per ticket in service and support. http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-customer-satisfaction.aspx - 76 KB


Apr 5, 2018 Metric of the Month: Net Promoter Score Metric of the Month: Net Promoter Score by Jeff Rumburg ... Each month, I highlight one Key Performance Indicator (KPI) for service and support. ... I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the metric. ... Please join me for next month’s Metric of the Month: Mean Time to Resolve (MTTR), a critical ... http://www.thinkhdi.com/library/supportworld/2018/metric-of-month-net-promoter-score.aspx - 72 KB






Dec 6, 2017 Metric of the Month: Desktop Support Cost per Ticket Metric of the Month: Desktop Support Cost per Ticket ... Each month, I highlight one Key Performance Indicator (KPI) for service and support. ... Cost per ticket is the total monthly operating expense of desktop support divided by the monthly ticket volume. ... Please join me for next month’s Metric of the Month: Level 1 Resolution Rate, a service desk metric (sometimes confused with first ... http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-desktop-support-cost-per-ticket.aspx - 74 KB


Dec 6, 2017 Metric of the Month: Agent Utilization Metric of the Month: Agent Utilization by Jeff Rumburg ... past articles, I’ve discussed the importance of using metrics as a diagnostic tool to improve ... ourselves, if cost per ticket is one of the foundation metrics for the service desk, how can we affect it? ... Please join me for next month’s Metric of the Month: Agent Job Satisfaction, a metric that has a secondary impact on almost ... http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-utilization.aspx - 73 KB


Feb 15, 2018 Metric of the Month: Percent Resolved Level 1 Capable Metric of the Month: Percent Resolved Level 1 Capable ... training at level 1 to increase awareness of the importance of this metric and to reduce the number of tickets dispatched to desktop support and other ... Please join us for next month’s Metric of the Month: Tickets per User per Month, a workload metric that impacts staffing decisions and provides insight into the complexity of the ... http://www.thinkhdi.com/library/supportworld/2018/metric-of-month-percent-resolved-level-1-capable.aspx - 74 KB


Dec 6, 2017 Metric of the Month: Agent Job Satisfaction Metric of the Month: Agent Job Satisfaction ... Each month, I highlight one Key Performance Indicator (KPI) for service and support. ... Agent job satisfaction is a bellwether metric that impacts many other metrics in the service desk. ... Please join me for next month’s Metric of the Month: Desktop Cost per Ticket, the most important measure of efficiency in desktop support. http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-job-satisfaction.aspx - 72 KB


Nov 9, 2017 Metric of the Month: Agent Utilization Metric of the Month: Agent Utilization by Jeff Rumburg ... past articles, I’ve discussed the importance of using metrics as a diagnostic tool to improve ... ourselves, if cost per ticket is one of the foundation metrics for the service desk, how can we affect it? ... Please join me for next month’s Metric of the Month: Agent Job Satisfaction, a metric that has a secondary impact on almost ... http://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-utilization.aspx - 74 KB