Monthly Archives: October 2012

Vacation Infographic: Vacation time goes unused for most Americans

Please checkout this infographic, courtesy of our friends at Compliance and Safety, on safety in the workplace and the companies responsible for helping to keep you safe on the job. Featured By: Safety Videos

Posted in General Tagged with: , , ,

Solving the Hardest Job in Service Desk Management – Part III

This is the final part of a three part series dealing with one of the hardest jobs in Service Desk Management. In Part I we looked at how we worked out the number of agents we needed to handle a

Posted in General Tagged with: ,

Employee Scheduling – Vacation Wars

Some years ago a colleague – a very conscientious hardworking staff member – was boldly declaring she enjoyed 50 leave days a year! Naturally as everyone else only had 25 days leave a year we wanted to know what was

Posted in General Tagged with: , , , , ,

Solving the Hardest Job in Service Desk Management – Part II

In Part I we looked at how we go about working out the numbers of agents a service desk would need, based on the number of calls handled over a given period of time. Using a real-world example of around

Posted in Industry Spotlight Tagged with: , , ,

Solving the Hardest Job in Service Desk Management – Part I

There are around 25 metrics service desk managers can focus on, and if the truth be known, totally confuse themselves with conflicting datasets. Jeff Rumburg and Eric Zbikowski in their whitepaper “The Seven Most Important Performance Indicators” exhort world-class service

Posted in Industry Spotlight Tagged with: , , ,