Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Agent Training Hours | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
There are two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours. New agent training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching, and on-the-job training, that a new agent receives before they are allowed to handle customer contacts independently. Annual agent training, by contrast, includes any ongoing training that an agent receives after their new agent training has been completed. Annual agent training does not include routine team meetings, shift handoffs, or other activities that do not involve formal training. Most support organizations will tell you that they don’t do as much training as they would like. The most common reasons cited for the shortfall are budget and time constraints. But given the overwhelmingly positive impact that training can have on an organization, it’s no surprise that the staunchest defenders of the training budget tend to have the best performing support organizations. Please click the link below to download the full Metric of the Month*
Select Subject Area
IT Support, IT Support Training, IT Support Agent Training
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2020.
do not sell my personal information