Evan Jones

How the Average Handle Time Should Be Measured to Increase the Efficiency of Service...

The Average Handle Time (AHT) metric is the subject for this week’s installment of my ongoing series that explores service desk metrics. At first glance you might expect that reducing AHT can lead to reduced service desk costs. After all, if the time needed to...

How Important Is It to Measure Your Net Promoter Score (NPS)?

The Net Promoter Score (NPS) measures how customers feel about a company, brand, product or service. The initial research in 2003 that led to the NPS metric asked customers a series of questions designed to elicit their feelings about the company. The researchers, Fred...

Your Abandoned Call Rate May Be Destroying Your Customers’ Perceptions

Abandoned Call Rate (ACR) is a metric that can apply to a chat connection and to telephone contact between a customer and a service desk agent. It is an important metric—one that virtually every service desk manager tracks. ACR provides a direct measure of...

Monitor Your Customer Effort Score (CES) to Determine Customer Loyalty

The Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to obtain an answer or solution to a problem. The CES metric is used in two ways. The first asks how much...

How Effective Is the Customer Satisfaction (CSAT) Metric?

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...

Monitoring Service Desk Metrics and Key Performance Indicators in Your Organization

Today’s service desk technologies and reporting systems are advancing at a rapid pace. They capture enormous amounts of data, such as the average abandonment rates and the typical length of each telephone or online chat interaction. Despite having these large amounts of detailed information readily available...

4 Service Desk Agent Performance Metrics that Influence the Customer Experience

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...

Your Cost per Contact Service Desk Metric May Be Too High

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…

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 the customer’s mind above everything else. It’s the quality of the service desk agent’s performance that the customer remembers. Agents...

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 doing so. The difference between the two is shrinkage. It tells you how much time agents spend doing something other...

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 brand; and, (b) operating within budget. In that light, Agent Satisfaction is one of the most important metrics a service...

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 people using the terms interchangeably. Therefore, because these are very common terms used in the service support industry I decided...

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 metric imaginable. Therefore, it is important to understand some help desk metrics best practices. Just because we now have unlimited...

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