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Metrics & KPIs

3 ways to generate Service Desk reports you will actually use
By William Bolton on June 29, 2017

A lot of the time a lot of numbers get in the way of what we actually want to get to: the key takeaways. Simplify your reports by focusing on the key stuff that really matters. It will...

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Metrics & KPIs

5 metrics that matter for your Service Department
By Sarah Bilton on June 9, 2017

What key metrics do you keep track of? When almost any interaction with your Service Department can be monitored, it's important to be able to pull out the right data for the right...

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Metrics & KPIs

Setting up better Service Desk KPIs
By Guilherme Bueno on May 4, 2017

Have you ever considered creating performance indicators to manage your service desk? The answer is probably "yes”. But what if I asked if you actually have created these indicators? I’m...

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Metrics & KPIs

2 ways of measuring IT customer satisfaction
By Wes Heemskerk on April 6, 2017

More and more organizations are becoming aware of the necessity of internal customer satisfaction surveys for improving services. Some organizations gauge this every year, others...

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Metrics & KPIs

10 tips to improve your IT desk's customer service reporting
By Ron van Haasteren on January 10, 2017

You always want to know more about what your customers think of you. However, a problem we often face when trying to measure customer satisfaction is a hesitation to act: we spend so...

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