Metrics Roundup - Industry Benchmarks for IT Service and Support
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to t...
Metrics that Matter: Balanced Scorecard
Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my...
Metrics that Matter: Customer Satisfaction
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant ...
Metrics that Matter: First Contact Resolution
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with th...
Metrics that Matter: Productivity
Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is h...
KPI Bulletin 12 - Response Time
Welcome to HDI's Key Performance Indicator on Response Time. The KPI Bulletin series consists of 12 short books th...
KPI Bulletin 11 - Utilization Rate
Welcome to HDI's Key Performance Indicator on Utilization Rate. The KPI Bulletin series consists of 12 short books...

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