Evan Jones, Author at RDTMetrics.com | real data technologies, inc.

Metrics Service Desk

How the Average Handle Time Should Be Measured to Increase the Efficiency of Service Desk Operations

The Average Handle Time (AHT) metric is the subject for this week’s installment of our ongoing series, Metric Monday, which defines and explores service desk metrics. At first glance...

Metrics

How Effective Is the Customer Satisfaction (CSAT) Metric?

Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage. Your customers’ perceptions...

Metrics

How Important Is It to Measure Your Net Promoter Score (NPS)?

The Net Promoter Score (NPS) measures how customers feel about a company, brand, product or service. The initial research in 2003 that led to...

Metrics

Monitor Your Customer Effort Score (CES) to Determine Customer Loyalty

The Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to obtain...

Call Center

How to Fix Call Center Shrinkage

Call center shrinkage refers to the time for which agents are paid to answer calls and serve customers versus the actual time they spend...

Service Desk

8 Tips for Improving Service Desk Agent Performance

When you set all other considerations aside and look at your service desk from the customer’s point of view, one thing stands out in...

Customer Experience Service Desk

4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence...

Metrics

The Relationship Between First Level Resolution, Customer Satisfaction and Support Costs

Customers want to have their problems solved as quickly and efficiently as possible. Service desk management strives for that same outcome which also reduces...

Metrics

How Agent Utilization Is Affecting the Efficiency and Cost of your Service Desk

The Agent Utilization metric gives you insight into several aspects of your service desk’s operation. First, it shows you how much of your agents’...

Service Desk

The Help Desk Metrics Best Practices that You Need to Know

With many technological advancements in the service support industry regarding analytics and metrics, help desk managers can now monitor, measure, and track nearly any...

Author: Evan Jones

How the Average Handle Time Should Be Measured to Increase the Efficiency of Service Desk Operations

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