Understanding the right KPIs within a call center is critical to success. One of the most well known technical call center KPIs is First Call Resolution (FCR).
How do you measure First Call Resolution? Read More »
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service
WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER? Read More »
DMAIC There is a great quote somewhere that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Customer Service and Operations area. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one
KPIs AND THE IMPORTANCE OF MEASUREMENT Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
WHAT IS A HELPDESK? Read More »
“Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.”– H. James Harrington Performance management is all about measurement. This means knowing where you came
Measuring Performance Read More »
An old business axiom says: You can’t control what you don’t measure As a result, nearly everything in business is measured, tracked, monitored, analyzed, and benchmarked. To flip this on its head a little bit though … should you measure what you can control or rather what is outside of your control? While it is
Choosing What to Measure Read More »
Why do you measure performance? Well probably the simplest and most common phrase (that I have mangled, but) that you might have already heard is “you can’t fix what you don’t know” or “you can’t manage what you don’t measure” or even “what you measure gets done“. While these are all true in their own
Measuring Performance Read More »
The 80/20 rule is an old standby for support and service veterans. Focus on using it to help address pain points in a measurable and meaningful way.
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
What is a Helpdesk? Read More »
Continuing from my previous post here, we’re going to get more in depth into KPI’s and their measurement now. How do I measure KPI’s? Get the data (whatever is important to you … if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other
KPI’s and the Importance of Measurements (part 2) Read More »
