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5 IT Support KPIs Every IT Manager Should Know OpsDog

    https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
    The Unit Cost: Customer Support Ticket KPI for the IT Department measures the total expense incurred by the User Support & Services compared to the total number of customer support tickets opened over the same period of time. Though a bit different than the previous IT support metrics, defining the cost of operations is a must.

10 Important KPIs and Metrics your Customer Support Team ...

    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

Support Metrics and KPIs Klipfolio.com

    https://www.klipfolio.com/resources/kpi-examples/support
    Support KPIs and Metrics gives your support team insight into their efforts and aids them in bringing their work to the next level, always knowing where they stand. Free 5 minute KPI lessons delivered to your inbox every day for 5 days. Everything you need to know about KPIs …

The 8 IT service management metrics that matter most ...

    https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
    Figure 1: The 23 most commonly used IT support metrics. This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. The vast majority of these metrics, however, are only marginally relevant at best. The eight KPIs that really matter are the following:Author: Jeff Rumburg

The 5 most important help desk KPIs

    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 …



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