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, 2018Nov 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, 2018Sep 4, 2018
Evan Jones (ServeOptics)Your Abandoned Call Rate May Be Destroying Your Customers’ PerceptionsAbandoned 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, 2018Aug 27, 2018
Evan Jones (ServeOptics)Monitor Your Customer Effort Score (CES) to Determine Customer LoyaltyThe Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to…Aug 23, 2018Aug 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, 2018Aug 6, 2018
Evan Jones (ServeOptics)Monitoring Service Desk Metrics and Key Performance Indicators in Your OrganizationToday’s service desk technologies and reporting systems are advancing at a rapid pace. They capture enormous amounts of data, such as the…Jul 23, 2018Jul 23, 2018
Evan Jones (ServeOptics)The Real Value of a Help Desk Metrics DashboardIn 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, 2018Jul 16, 2018
Evan Jones (ServeOptics)4 Service Desk Agent Performance Metrics that Influence the Customer ExperienceContinually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many…Jul 2, 2018Jul 2, 2018
Evan Jones (ServeOptics)Your Cost per Contact Service Desk Metric May Be Too HighThe Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers…Jun 25, 2018Jun 25, 2018
Evan Jones (ServeOptics)8 Tips for Improving Service Desk Agent PerformanceWhen 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, 2018Jun 18, 2018