Tag Archives: guide

The key performance metrics you should know about if you work in tech support

It’s common knowledge that all major business decisions need to be backed up with numbers. Your help desk is no exception. A help desk key performance indicator, or KPI for short, is a metric you can use to evaluate the … Continue reading

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We reveal the secrets of cost per ticket. How to calculate it and the best strategies to reduce it.

Most IT departments don’t know how much they spend on support. There are several metrics that come to mind when we talk about IT service management: call duration, resolution time, customer satisfaction, etc. However, there is one metric that stands … Continue reading

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5 ways to build team culture in a remote work environment

The coronavirus pandemic has brought unforeseen circumstances across various aspects of society. Among all others, also enterprises had to adapt to the new normal. To do their part in curbing the growing number of confirmed cases, organizations have resorted to … Continue reading

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