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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Service Desk Metrics vs. KPIs and Analytics – What is the Difference?

I often get the question, what is the difference between a Key Performance Indicator (KPI) and a metric? Or, when in conversation I hear...
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Your Cost per Contact Service Desk Metric May Be Too High

The Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers as...
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Going Beyond the ITIL Service Desk Metrics

While ITIL recommends a specific set of metrics to be monitored, which are discussed in detail in the ITIL metrics series of articles, below...

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