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https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
Just like sales and marketing, with customer support, you look at the metrics and key performance indicators and, if you’re not reaching goals and targets, make adjustments to your efforts and strategies. We’ll focus on understanding customer service metrics, customer support KPIs, and how to measure customer satisfaction.Author: Nestor Gilbert
https://www.datapine.com/blog/helpdesk-service-desk-kpi-metrics-examples-templates/
Apr 24, 2019 · What Is A Helpdesk KPI? A helpdesk KPI (or service desk KPI) is a performance metric centered on your business’s customer service and support activities. These KPIs include first response times, issue resolution rates, customer satisfaction levels, and other important consumer-facing metrics. As the saying goes: what gets measured can be ...4.8/5(6)
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/kpi-correlations-ds.pdf
Desktop Support KPIs By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correla-tions …
https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
5 IT Support KPI Examples for IT Managers. By Chris Wilds in IT, IT ... IT Support Key Performance Indicators are defined as the quantitative values used to determine how efficiently and effectively specific IT support goals and objectives are achieved by the company’s Information Technology (IT) Department over a set period of time. ...
https://www.klipfolio.com/blog/most-important-help-desk-kpis
While both are undoubtedly important, those best practices and software tools can’t make up for a lack of understanding around help desk key performance indicators (KPIs). Help desk KPIs are the most important measurable outcomes that indicate the success and failure of your customer support …
http://metricnet-prod.s3.amazonaws.com/wp-content/uploads/2013/06/Eight-Essential-KPIs-for-Desktop-Support.pdf
The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. A list of the most common Desktop Support KPI’s is shown in Figure 1 below. The vast majority of these metrics, however, are only marginally relevant – at best!
https://www.brighttalk.com/webcast/12683/352326/the-future-of-desktop-support-what-the-kpis-are-telling-us
Sep 10, 2019 · The Future of Desktop Support: What the KPIs are Telling Us From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.4.8/5(10)
http://www.hdiregina.com/wp-content/uploads/2017/03/The-Future-of-Desktop-Support-What-the-KPIs-are-Telling-Us_HDI-Regina_FINAL.pdf
Controllable vs. Non-Controllable KPI’s Causal Factors Drivers Cost and Quality are the Macro Measures The Macro Measures tell the story of your performance They are good for communicating the performance of Desktop Support But you cannot control them directly Workload metrics are driven by Causal Factors The Causal Factors define the volume and mix
https://www.slideshare.net/MetricNet/session-309-jeff-rumburg-v2-1
Apr 01, 2014 · Desktop Support understands key correlations and cause/effect relationships between the various KPI's. This enables Desktop Support to achieve desired performance goals by leveraging and driving the underlying "causal" metrics. 10 9 13 Desktop Support conducts benchmarking at …
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