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

Help Desk

The Real Value of a Help Desk Metrics Dashboard

In the fast-paced world of the help desk, businesses rely heavily on the help desk manager to monitor, evaluate, and manage a complex combination of ever-evolving metrics. The help...

Metrics

Agent Satisfaction Is Your Foundation for Great Service Desk Customer Service

I have noted on several occasions that the service desk’s two major goals are: (a) maintaining or improving customer satisfaction with the company or...

Service Desk

Optimize the Value of ITIL with ITIL Service Desk Metrics

Organizations that have chosen to implement the ITIL framework primarily report that the implementation has reduced the cost of IT service management while improving...

Metrics

Your Abandoned Call Rate May Be Destroying Your Customers’ Perceptions

Abandoned Call Rate (ACR) is a metric that can apply to a chat connection and to telephone contact between a customer and a service...

Service Desk

Service Operation: ITIL Service Desk Metrics

Today, IT management has access to hundreds of metrics that relate to different aspects of service desk operations. In the final analysis they should...

Service Desk

Monitoring Service Desk Metrics and Key Performance Indicators in Your Organization

Today’s service desk technologies and reporting systems are advancing at a rapid pace. They capture enormous amounts of data, such as the average abandonment...

Metrics

What the Average Speed to Answer(ASA) Is Doing To Your Service Desk

This article examining the service desk metric Average Speed to Answer(ASA) is the first in a series that explores and explains the various metrics...