IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking
364 views | +0 today
Follow
IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking
Benchmarks and Key Performance Indicators for Service Desks, Call Centers, and Desktop Support
Curated by MetricNet
Your new post is loading...
Your new post is loading...
Scooped by MetricNet
Scoop.it!

FUSION14 | A First-Class Experience for IT Service and Support - MetricNet Performance Benchmarking

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Quality Metrics

Service Desk Metrics 101 | Quality Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Cost and quality are the yin and yang of service and support. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two.
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Productivity Metrics

Service Desk Metrics 101 | Productivity Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Most Service Desks commit two major mistakes when it comes to performance measurement:1) they track too many metrics, and 2) they do not exploit the full potential of their performance metrics as a
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Productivity Metrics

Service Desk Metrics 101 | Productivity Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Most Service Desks commit two major mistakes when it comes to performance measurement:1) they track too many metrics, and 2) they do not exploit the full potential of their performance metrics as a
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

MetricNet Launches One Year Path to World-Class Performance - MetricNet Performance Benchmarking

MetricNet Launches One Year Path to World-Class Performance - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Towards a Leaner IT: 7 Simple Ways to Reduce “Cost per Ticket”

Towards a Leaner IT: 7 Simple Ways to Reduce “Cost per Ticket” | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Recently, John, an IT help desk manager, has been noticing a steep increase in IT expenses and, needless to say, is under tremendous pressure to bring them down. All that his team does all day is ...
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Continuous Improvement | Service Desk, Call Center and Desktop Support

Continuous Improvement | Service Desk, Call Center and Desktop Support | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
This proven MetricNet Certified solution includes annual benchmarking, annual ROI calculation, training on metrics, balanced scorecard and more!
MetricNet's insight:

NEW! The One Year Path to World-Class Performance, a Continuous Improvement Program, is designed for Service Desks, Desktop Support organizations and Call Centers. 

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Register for Unleashing the Enormous Power of Call Center KPI's | MetricNet Performance Benchmarking

Register for Unleashing the Enormous Power of Call Center KPI's | MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
MetricNet's insight:

In this 90 minute webcast, MetricNet will share the key success factors in performance measurement from the industry’s top performing Call Centers!

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

The Benefit of Having Self-Service Features In Your Help Desk - MetricNet Performance Benchmarking

The Benefit of Having Self-Service Features In Your Help Desk - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
MetricNet's insight:

Self-service features can help give employees a piece of mind knowing they have the capability to solve their own problems throughout the day. Here are some benefits to consider when augmenting your available self-service features

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service and Support as a Business: MetricNet Featured in Support World Magazine - MetricNet Performance Benchmarking

Service and Support as a Business: MetricNet Featured in Support World Magazine - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
MetricNet's insight:

MetricNet’s ROI model for technical service and support, was featured in the May issue of Support World Magazine. The article entitled “Service and Support as a Business: KPI’s that Tell a Big Picture” outlines a proven methodology for managing IT service and support as a business.

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service and Support as a Business | KPI’s that Tell the Big Picture

Service and Support as a Business | KPI’s that Tell the Big Picture | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
An approach for managing IT service and support as a business as well as metrics that can be used to quantify the profitability of service and support.
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

How Strategic is Your Service Desk - MetricNet Performance Benchmarking

How Strategic is Your Service Desk - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
MetricNet's insight:

To gauge how well your service desk is operating and where it stands in the three stages of development, answer these 10 questions.

more...
No comment yet.
Scooped by MetricNet
Scoop.it!

What is ratio of agents to total headcount and how do I calculate it?

What is ratio of agents to total headcount and how do I calculate it? | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
The ratio of agents to total headcount is an indirect measure of managerial efficiency in service and support. For example, 25 front-line agents, 3 super...
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Agent Metrics

Service Desk Metrics 101 | Agent Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Annual Agent TurnoverDefinition: Annual Agent Turnover is the percentage of Agents that leave the Service Desk, for any reason (voluntarily or involuntarily), on an annual basis.Importance: Agent
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Service Level Metrics

Service Desk Metrics 101 | Service Level Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in the Service Desk, where effective performance measurement is not just a necessity, but a
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Cost Metrics

Service Desk Metrics 101 | Cost Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
The true potential of can only be unlocked when they are used holistically, not just to measure performance, but also to:

Track and trend performance over time
Benchmark performance vs. industry
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Service Desk Metrics 101 | Cost Metrics

Service Desk Metrics 101 | Cost Metrics | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
The true potential of can only be unlocked when they are used holistically, not just to measure performance, but also to:

Track and trend performance over time
Benchmark performance vs. industry
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Comprehensive Desktop Support Benchmarking Solutions

Comprehensive Desktop Support Benchmarking Solutions | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Whether you need an instant report, comprehensive peer group benchmark or simply data to perform your own in-house analysis, we have you covered!
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

FUSION 14 | Cost vs. Quality in Service and Support

FUSION 14 | Cost vs. Quality in Service and Support | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Plan to attend Session 302 - “Optimizing the Tradeoff: Cost vs. Quality in Service and Support” at FUSION 14 on Monday, October 20 at 3:00 PM.
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Comprehensive Service Desk Benchmarking Solutions

Comprehensive Service Desk Benchmarking Solutions | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Whether your Service Desk needs an instant report, comprehensive peer group benchmark or data to perform your own in-house analysis, we have you covered!
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

Comprehensive Call Center Benchmarking Solutions

Comprehensive Call Center Benchmarking Solutions | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
Whether you need an instant report, comprehensive Call Center peer group benchmark or simply data to perform your own in-house analysis, we have you covered
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

MetricNet's Jeff Rumburg to Speak at FUSION 14 - MetricNet Performance Benchmarking

MetricNet's Jeff Rumburg to Speak at FUSION 14 - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
MetricNet's insight:

FUSION 14 has announced its speaker lineup for the annual conference in Washington DC. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected to speak in the Continual Service Improvement track at the conference. There were over 450 speaker proposal submissions for the FUSION 14 Conference & Expo, making the selection process the most competitive ever.

 
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

MetricNet Selected as a Media Partner for Call Center Week - MetricNet Performance Benchmarking

MetricNet Selected as a Media Partner for Call Center Week - MetricNet Performance Benchmarking | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
more...
No comment yet.
Scooped by MetricNet
Scoop.it!

ROI of Support | Part I

ROI of Support | Part I | IT | Service Desk | Desktop Support | Call Center | Performance Benchmarking | Scoop.it
A two part series on Return on Investment for service and support. In part 1 I define how value is created in IT service and support.
more...
No comment yet.