WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of…

KPIs AND THE IMPORTANCE OF MEASUREMENT

DMAIC There is a great quote somewhere that goes something like – “If you cannot measure…

WHAT IS A HELPDESK?

OK, to start with it’s not a desk that helps people! A help desk is a…

Measuring Performance

“Measurement is the first step that leads to control and eventually to improvement. If you can’t…

Choosing what to measure

An old business axiom says, “You can’t control what you don’t measure.” As a result, nearly…

Measuring Performance

Why do you measure performance?  Well probably the simplest and most common phrase (that I have…

The 80/20 Rule

If you’ve been in Tech Support or Help Desks for any length of time – especially…

How do you measure First Call Resolution?

What is First Call Resolution? Probably the first question to answer is “What is FCR?” –…

What is a Helpdesk?

OK, to start with it’s not a desk that helps people! A help desk is a…

KPI’s and the Importance of Measurements (part 2)

Continuing from my previous post here, we’re going to get more in depth into KPI’s and…

KPI’s and the Importance of Measurements

There is a great quote that goes something like – “If you cannot measure it, you…