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 Utilization | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. In fact, many would argue that cost and quality are the only two things that really matter in a service desk. In past articles MetricNet has discussed the importance of using metrics as a diagnostic tool to improve performance. So we have to ask ourselves, if cost per contact is one of the foundation metrics for the service desk, how can we affect it? How can we improve it? What are the primary levers we have to manage cost?
The service desk is a labor-intensive function. Agent salaries and benefits make up more than half of all costs for the average service desk. And when you consider the salaries and benefits for non-agents – e.g. supervisors, team leads, QA/QC, trainers, and workforce schedulers – approximately two thirds of all service desk costs are personnel related, as shown in Figure 1.
Select Subject Area
Agent Utilization, Service Desk, Service Desk Cost, Service Desk KPIs
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2021.
do not sell my personal information