Der Service Desk vereinfacht als einziger Kontaktpunkt die Kommunikation zwischen einem Service-Anbieter und seinen Nutzer:innen. Er ist die zentrale Schnittstelle zwischen einem Unternehmen, seinen Kund:innen und Geschäftspartnern. Über das System, das in der Regel an ein Ticketing Tool angebun...
Most top service desk KPIs have remained unchanged over the years. However, this is a new one. I think theusage of AI in customer serviceis bound to skyrocket in the future, and many service reps agree. Our report shows that leveraging AI throughout the customer ex...
To understand these metrics better, let's go into them in detail. 1. Ticket volume Ticket volume refers to the total number of tickets in a service desk's ticket queue over a certain period. This help desk metric helps assess the demand placed on support teams. A high ticket volume may...
The escalation rate customer service KPI represents the number of tickets (as a percentage) that have been escalated to a person with more in-depth knowledge or experience — this could be a team lead, manager, or specialist in a certain area. It can be used to gauge the level of experti...
As a basic rule, help desk managers must oversee the volume of tickets their teams get through. Running ticket creation reports is easy to do in yourhelp desk software, and should show the ticket volume your support team is handling at any one given time. With a strong grip on the volume...
Support Agent Training and Development: Invest in an ongoing training and skill development program for your help desk agents which will enhance their ability to resolve issues efficiently and deliver better customer service, thereby improving your metrics. ...
For instance, online survey software can help you design and share CSAT surveys with your audience in easy steps. Similarly, you can usehelp desk softwareto measure and track customer service satisfaction. Watch this short video to learn more about help desk software and its features: ...
12 Key KPIs for the Home Service Industry Dive into 12 essential KPIs to boost revenue, customer satisfaction, and operational efficiency in the HVAC/home services industry. Customer Service KPIs Customer Service 12 Help Desk KPIs You Should Be Tracking Discover the 12 help desk KPIs that will...
Tracking the right help desk KPIs can help you measure your team’s ability to solve customers’ support inquiries to their satisfaction while ensuring optimal staffing levels and your team’s well-being. As competition increases in nearly every industry, service quality can become the crucial ...
KPIs are a lot like those tests—they help you measure your current performance against set goals to ensure you’re heading in the right direction. Just as tests in a course reveal your strengths and areas for improvement, KPIs demonstrate how your customer service efforts are meeting—or miss...