ITSM

How Effective Is the Customer Satisfaction (CSAT) Metric?

customer experience, customer service, customer support, IT Support, ITSM, service desk, Support Desk / Good To SEO

Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage. Your customers’ perceptions of your company or brand affect your reputation and your revenue. Interactions with service desk agents have a direct impact on a number of issues—lifetime customer value, loyalty, profitability and more—and […]

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Your Cost per Contact Service Desk Metric May Be Too High

Call Center, Contact Center, customer experience, help desk, ITSM, service desk / Good To SEO

stevepb / Pixabay The Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers as it supports and provides help to customers. What Is the Cost per Contact Definition? In its simplest form, Cost per Contact is the total cost of operating

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4 Service Desk Agent Performance Metrics that Influence the Customer Experience

customer experience, customer support, CX, helpdesk, IT Operations, ITIL, ITSM, ITSupport, service management / Good To SEO

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends

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