Evan Jones (ServeOptics) – Medium

Evan Jones (ServeOptics)

Evan Jones (ServeOptics)

How the Average Handle Time Should be Measured to Increase the Efficiency of Service Desk…

The Average Handle Time (AHT) metric is the subject for this week’s installment of our ongoing series, Metric Monday, which defines and…

Nov 13, 2018

How the Average Handle Time Should be Measured to Increase the Efficiency of Service Desk…

Nov 13, 2018

Evan Jones (ServeOptics)

How Important Is It to Measure Your Net Promoter Score (NPS)?

The Net Promoter Score (NPS) measures how customers feel about a company, brand, product or service. The initial research in 2003 that led…

Sep 4, 2018

How Important Is It to Measure Your Net Promoter Score (NPS)?

Sep 4, 2018

Evan Jones (ServeOptics)

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 desk…

Aug 27, 2018

Your Abandoned Call Rate May Be Destroying Your Customers’ Perceptions

Aug 27, 2018

Evan Jones (ServeOptics)

Monitor Your Customer Effort Score (CES) to Determine Customer Loyalty

The Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to…

Aug 23, 2018

Monitor Your Customer Effort Score (CES) to Determine Customer Loyalty

Aug 23, 2018

Evan Jones (ServeOptics)

How Effective Is the Customer Satisfaction (CSAT) Metric?

Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage…

Aug 6, 2018

How Effective Is the Customer Satisfaction (CSAT) Metric?

Aug 6, 2018

Evan Jones (ServeOptics)

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…

Jul 23, 2018

Monitoring Service Desk Metrics and Key Performance Indicators in Your Organization

Jul 23, 2018

Evan Jones (ServeOptics)

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…

Jul 16, 2018

The Real Value of a Help Desk Metrics Dashboard

Jul 16, 2018

Evan Jones (ServeOptics)

4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many…

Jul 2, 2018

4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Jul 2, 2018

Evan Jones (ServeOptics)

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…

Jun 25, 2018

Your Cost per Contact Service Desk Metric May Be Too High

Jun 25, 2018

Evan Jones (ServeOptics)

8 Tips for Improving Service Desk Agent Performance

When you set all other considerations aside and look at your service desk from the customer’s point of view, one thing stands out in the…

Jun 18, 2018

8 Tips for Improving Service Desk Agent Performance

Jun 18, 2018

Evan Jones (ServeOptics)

Evan Jones (ServeOptics)

Blog offering advice on service support performance metrics for IT leaders who need actionable insights to make informed business decisions. www.serveoptics.com

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