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KPIs

Support agent in a headset kneeling by an office cabinet, lifting out an archive box to check what is inside

Backup Restore Test: The KPI Ma.gnolia Didn’t Have

KPI, Operations

Backup Restore Test: The KPI Ma.gnolia Didn’t Have Read More »

A lookout with a telescope watching a storm cloud approach a small town

Leading Indicators for Support Teams: Lessons from Google Flu Trends

KPI

Leading Indicators for Support Teams: Lessons from Google Flu Trends Read More »

A wall of green dashboard lights while a customer on the other side of a glass wall holds a broken envelope

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams

KPI

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams Read More »

A woman in a headset at her desk with a laptop and a printed weekly rota grid

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota

Operations

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota Read More »

A woman with dark hair in a bun and a headset smiles while answering a call at her desk, as a colleague gestures toward people waiting outside the window

Average Speed of Answer vs Service Level: Which Number Do You Report?

KPI

Average Speed of Answer vs Service Level: Which Number Do You Report? Read More »

A calm woman with dark hair in a bun and a headset sits at a desk, placing a folder into a set of sorting trays beside her monitor.

Help Desk Ticket Categories: Build a Taxonomy That Survives Reporting

ITIL

Help Desk Ticket Categories: Build a Taxonomy That Survives Reporting Read More »

Support agent with a headset at her desk while a line of cartoon telephone handsets waits in a queue

Build Your Own Erlang C Calculator in Excel

Operations

Build Your Own Erlang C Calculator in Excel Read More »

Kpi4

The Importance of Measurements: How to Actually Track Your KPIs (Part 2)

KPI

The Importance of Measurements: How to Actually Track Your KPIs (Part 2) Read More »

Kpi

Choosing the Right KPI: Why the Customer’s Point of View Wins

KPI

Choosing the Right KPI: Why the Customer’s Point of View Wins Read More »

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