Tag Archives: metrics

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

Posted on August 16, 2022 by Barbara Viskovic

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 →

Posted in customer service, Resourceful | Tagged customer satisfaction, customer service, guide, help desk, isl light, ISL Pronto, KPI, live chat, metrics, remote support software | Leave a comment

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

Posted on July 14, 2022 by Barbara Viskovic

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 →

Posted in customer service, Resourceful | Tagged cost management, cost per ticket, CPT, customer service, enterprise remote support, guide, helpdesk, ISL Pronto, IT support, live chat, metrics, operating costs, remote desktop software, remote support, service desk, staff productivity | Leave a comment

Tag Archives: metrics

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

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

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