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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

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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

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