Evan Jones
Evan Jones
With a background in IT industry best practices and an interest in emerging technologies as they relate to business performance, Evan Jones is the co-founder of the enterprise SaaS company Real Data Technologies, providing the ServeOptics solution leveraged by IT leaders who support businesses in gaining a competitive advantage over competitors.
How the Average Handle Time Should Be Measured to Increase the Efficiency of Service Desk Operations
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...
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...
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...
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...
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...
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...
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...
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...
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...