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13 March 2018

Service Desk KPIs, what are they and what are they not? Some examples.

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But what exactly are KPIs, what can they do for you - and perhaps more importantly, what can’t they do?

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3 October 2017

4 steps to better IT Customer Satisfaction Surveys

Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask if your survey is user-friendly enough.

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5 September 2017

Tracking the correct Service Desk metrics

So you have successfully created an array of reports and figures that can tell you everything about every aspect of every call ever logged. Great! You now have a lot of interesting information that will take time from what you should be focusing on: the customer.

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29 June 2017

3 ways to generate Service Desk reports you will actually use

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 pay back in a clearer overview of your Service Department.

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9 June 2017

5 metrics that matter for your Service Department

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 purpose. These simple pieces of data can help you gage ‘the health’ of your service department.

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