4 min read
Before we discuss the best method to measure First Call Resolution (FCR), it is probably important to understand what it...
KPI
3 min read
Customer ServiceCustomer Service - the simple explanation from Wikipedia (here) is that it is "... is the provision of service to customers before, during...
DMAICThere is a great quote somewhere that goes something like - "If you cannot measure it, you cannot manage it!"...
OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
"Measurement is the first step that leads to control and eventually to improvement. If you can't measure something, you can't...
3 min read
An old business axiom says: You can’t control what you don’t measure As a result, nearly everything in business is...
Why do you measure performance? Well probably the simplest and most common phrase (that I have mangled, but) that you...
3 min read
If you've been in Tech Support or Help Desks for any length of time - especially from a management perspective...
OK, to start with it's not a desk that helps people! A help desk is a team of individuals (generally...
2 min read
Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...
2 min read
There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!" ......
