The document discusses the seven most important key performance indicators (KPIs) for measuring service desk performance. The seven KPIs are: cost per contact, customer satisfaction, agent utilization, first contact resolution rate, first level resolution rate, agent satisfaction, and aggregate service desk performance. These seven KPIs provide 80% of the value that can be derived from performance measurement and management in a service desk. The document outlines why each of these seven metrics are important and provides guidance on how to measure and improve performance based on the KPIs.
How do companies improve their first call resolution? New research by The Ascent Group shares first call resolution best practices and measurement techniques.
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
How do companies improve their first call resolution? New research by The Ascent Group shares first call resolution best practices and measurement techniques.
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
The Ascent Group conducted research in the spring of 2010 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our sixth study of first call resolution.
We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction.
Workforce Management For Call Center Powerpoint Presentation SlidesSlideTeam
Optimize the productivity of your employees by using Workforce Management For Call Center PowerPoint Presentation Slides. Discuss the objectives of effective workforce management and help to improve employee productivity, and provide better customer service. Take advantage of this workforce management system and highlight the characteristics of the workforce that the organization desires to achieve. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. You can display customer satisfaction scores, customer retention rates, and customer satisfaction rates with the help of the workforce optimization PPT slideshow. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data by taking the assistance of employee call center management PPT visuals. The workforce planning PPT slides explain effective scheduling, real-time adjustments, staffing, and forecasting that are essential for the company to thrive. Achieve and maintain operational efficiency by downloading this ready-to-use call center management PPT slide deck. https://bit.ly/3c3ALt1
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Speech Analytics: Increase collections while reducing compliance riskCallMiner Inc.
Debt collectors are challenged to maximize revenue collection while remaining compliant, and treating consumers fairly and with respect. Speech Analytics can help ensure agents are effective and compliant and that consumer data is protected.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
The Ascent Group conducted research in the spring of 2010 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our sixth study of first call resolution.
We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction.
Workforce Management For Call Center Powerpoint Presentation SlidesSlideTeam
Optimize the productivity of your employees by using Workforce Management For Call Center PowerPoint Presentation Slides. Discuss the objectives of effective workforce management and help to improve employee productivity, and provide better customer service. Take advantage of this workforce management system and highlight the characteristics of the workforce that the organization desires to achieve. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. You can display customer satisfaction scores, customer retention rates, and customer satisfaction rates with the help of the workforce optimization PPT slideshow. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data by taking the assistance of employee call center management PPT visuals. The workforce planning PPT slides explain effective scheduling, real-time adjustments, staffing, and forecasting that are essential for the company to thrive. Achieve and maintain operational efficiency by downloading this ready-to-use call center management PPT slide deck. https://bit.ly/3c3ALt1
This Assignment is submitted for ICM, U.K regarding Infosys 's change in management and its future changes needed. This report may be helpful for management students because its 0% plagiarism tested.
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
CRM Data Quality - An Email Marketing PerspectiveDatamatics_BPO
This white paper outlines the costs and consequences of poor CRM data quality and also highlights the possible strategies for overcoming the bad data dilemma.
Which metrics matter to Call Center Managers?Spectrum
A brief article on metrics that managers are asking for on their call center dashboard. The metrics also vary based on the industry, group or department within the contact center. many articles write about the metrics that you must have in your reports. But what is not considered is the managers view point, goals, and objectives.
Improve Service Quality Through Enterprise Feedback ManagementSpectos GmbH
How are companies improving their service quality with enterprise feedback management systems? Spectos has compiled a list of tips and hints about how to improve company performance by measuring customer satisfaction.
Telecom Customer Experience Management - An Analytical Approach for Simplific...Communications 2025
Authors: Amresh Nandan, Tony Hines
Abstract: Customer Experience Management (CEM) can be a highly complex, resource intensive, and at times, a ‘leading to no-where’ program. However, it is imperative for Communication Service Providers (CSPs) who are deeply affected by value-chain shifts, disruptive innovations, and the inherent complexity of their operations. While there are some genuine efforts, there exists a significant amount of cosmetic effort in the name of CEM, evident in global survey reports. This has resulted in the perception that CEM is merely a buzzword. One of the reasons behind this lies in the inherent complexity of the subject. A constructive way to address this is by simplifying the approach. This would ensure a scientific and analytical step-by-step process that may be monitored, controlled and tailored, to suit organizational goals and next financial year’s strategy. This paper discusses an analytical approach towards a CEM construct which can be designed, developed and executed as an eight-stage program by CSPs.
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability. "For questions that match your specific needs, access the link below"
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability.
At Ben FZE, we know that time-to-market is critical and therefore, complement the technical aspects of our high-performance products with world-class expertise and exceptional customer service. We work closely with our customers to ensure that the cost and time of development is as low as possible. Because communications networks are so mission critical, our best of the breed solutions that goes into networking equipment live up to high standards of reliability, availability and serviceability.
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Not knowing your costs is an expense you can’t afford.
Your Challenge
While IT departments provide valuable services to their organizations, it is frequently unclear how much these services cost. CIOs often find themselves in a position where they cannot articulate exactly how much it costs to deliver a given service in order to justify the service’s value.
Our Advice
Critical Insight
IT capital and operational costs are captured in accounting ledgers using financial constructs that lend themselves well to financial reporting, but obscure the true cost to deliver each IT service.
Translating accounting ledgers to IT service costs is a difficult process that may sometimes appear arbitrary.
The data required for detailed service-based costing is often unavailable.
Service-based costing is not for everyone. It requires clearly defined goals and commitment to be successful.
You don’t have to be perfect to gain value from service-based costing. Imperfect analysis can still point you in the right direction for improvement.
Nobody trusts a “black box.” Be transparent with results.
Impact and Result
Use a method of determining the full cost of services that provides a reasonable level of accuracy without overburdening staff with excessive analysis and investigation.
Optimize the balance between analytical effort and accuracy of service costing by understanding your service cost accuracy needs and matching them to an appropriate level of service-based costing capability.
Develop the right level of service-based costing capability by applying the methods in this blueprint.
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The Power of a Glamping Go-To-Market Accelerator Plan.pptxRezStream
Unlock the secrets to success with our comprehensive 8-Step Glamping Accelerator Go-To-Market Plan! Watch our FREE webinar, where you'll receive expert guidance and invaluable insights on every aspect of launching and growing your glamping business.
How To Change Name On Volaris Ticket.pdfnamechange763
How to change name on Volaris ticket? This is one of the most common questions asked by travelers flying with Volaris Airlines. The mentioned details can help you with your name rectification on the airline ticket. If you are still facing difficulties call the consolidation desk at +1-800-865-1848.
Our Ooty honeymoon package from Chennai is a perfect escape for newlywed couples to celebrate their love and start their new life together. Our package offers a range of itineraries to cater to the diverse preferences of couples. From adventure activities to relaxing spa sessions, these packages are designed to provide the perfect balance between adventure and relaxation.
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Its running cost is among the diverse vital aspects you must consider before buying an electric scooter. Calculate the cost of getting e-scooter charge for your regular usage to calculate its economic efficiency, similar to people who investigate the mileage of petrol or diesel-driven scooters.
During the coldest months, Italy transforms into a winter wonderland, providing visitors with a very unique experience. From the Settimana Bianca ski event to the lively Carnevale celebrations, Italy's winter festivities provide something for everyone. Enjoy hot cocoa, eat hearty comfort foods, and buy during winter deals. Explore the country's rich cultural past by participating in Settimana Bianca, and Carnevale, sipping hot chocolate, shopping during winter deals, and indulging in winter comfort foods. Visit our website https://timeforsicily.com/ for more information.
Antarctica- Icy wilderness of extremes and wondertahreemzahra82
In this presentation, we delve into the captivating realm of Antarctica, Earth's southernmost continent. This icy wilderness stands as a testament to extremes, with record-breaking cold temperatures and vast expanses of pristine ice. Antarctica's landscape is dominated by towering glaciers, colossal icebergs, and expansive ice shelves. Yet, amidst this frozen expanse, a rich tapestry of unique wildlife thrives, including penguins, seals, and seabirds, all finely attuned to survive in this harsh environment. Beyond its natural wonders, Antarctica also serves as a vital hub for scientific exploration, providing invaluable insights into climate change and the Earth's history
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Rumburg seven kp_is
1. How Does YOUR Service Desk Stack Up?
The Seven Most Important Performance Indicators
for the Service Desk
By Jeff Rumburg and Eric Zbikowski
Managing Partners at:
Introduction
Today’s Service Desk technologies and reporting packages make it easy to capture
copious amounts of performance data. Most Service Desk managers can tell you
everything from last month’s average speed of answer to yesterday’s average handle
time. But what does it all mean? If my abandonment rate goes up, but my cost per
contact goes down, is that good or bad? Is my Service Desk performing better this
month than it was last month?
Despite all the data that Service Desk managers have at their fingertips, most cannot
answer a very basic question: How is my Service Desk performing? Perhaps worse,
many Service Desk managers are unaware of the critical role – beyond mere
measurement – that Key Performance Indicators (KPI’s) can and should play in the
Service Desk. This includes the ability to track and trend performance, identify,
diagnose, and correct performance problems, and to establish performance goals and
assign accountability for achieving the goals.
An increasing number of progressive Service Desks recognize that when it comes to
performance metrics, less really is more! They have discovered the 80/20 rule as it
applies to Service Desk performance measurement. These world-class Service Desks
have learned that the effective application of just seven KPI’s is all that is required for
measuring, managing, and continuously improving their Service Desk performance.
In this article, MetricNet (www.metricnet.com), a leading source of online benchmarks
and a pioneer in Service Desk benchmarking, identifies and defines the seven most
important performance metrics for end-user Service Desks. They provide benchmark
ranges for these metrics, and offer a creative approach for combining these metrics into
a single, all-inclusive measure of Service Desk performance.
The Mighty Power of Metrics
Many of us have heard the sage advice “You can’t manage what you don’t measure.”
This is particularly true in the Service Desk, where effective performance measurement
is not just a necessity, but a prerequisite for effective decision-making. Despite the
widespread belief in this statement, few Service Desks use KPI’s to their full potential. In
fact MetricNet’s research, gathered from literally thousands of Service Desk
benchmarks, suggests that the vast majority of Service Desks use metrics to track and