Evan Jones

8 Tips for Improving Service Desk Agent Performance

When you set all other considerations aside and look at your service desk from the customer’s point of view, one thing stands out in...

How to Fix Call Center Shrinkage

Call center shrinkage refers to the time for which agents are paid to answer calls and serve customers versus the actual time they spend...

Agent Satisfaction Is Your Foundation for Great Service Desk Customer Service

I have noted on several occasions that the service desk’s two major goals are: (a) maintaining or improving customer satisfaction with the company or...

Service Desk Metrics vs. KPIs and Analytics – What is the Difference?

I often get the question, what is the difference between a Key Performance Indicator (KPI) and a metric? Or, when in conversation I hear...

Managing Customer Satisfaction: The Help Desk Metrics Best Practices that You Need to Know

With many technological advancements in the service support industry regarding analytics and metrics, help desk managers can now monitor, measure, and track nearly any...

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