Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

Using Service Goals and Metrics to Improve Help Desk Performance
by Mark Ellis, softcover, 30 pages, $19.95

Quantity:

Overview

A good performance measurement program is an essential management tool.  A poor one does more harm than good.  How can you tell the difference?  Support center consultant Mark Ellis shows you how to build a world-class measurement program by focusing on three service goals.  You'll learn how to select goals and metrics that will keep your support center on a path of continual improvement.

Table of Contents

  1. The need to measure service performance
    • Complex products, diverse customers
    • The global, mobile workforce
    • Understanding the role of service
  2. Goals versus metrics for improving help desk performance
    • Three core service goals
    • Metrics support each goal
    • Selecting the correct metrics: Case Study I
  3. Balancing your service goals and metrics
    • Balancing service goals for overall success
    • Balancing metrics to support each goal
    • Commitment starts at the top
  4. Dashboard indicators for a smooth ride: selecting metrics
    • Avoiding potholes for your customers: customer satisfaction metrics
    • Enjoying the scenery: employee satisfaction metrics
    • Improving fuel efficiency: cost and workload metrics
  5. From metrics to models
    • A powerful decision tool:: Case Study II
    • No free lunch: Case Study III
    • "Data don't lie." Says who?  Case Study IV
  6. Measurement and review processes
    • The need for short- and long-term assessments
    • Closed-loop quarterly review process
    • Summary


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 18, 2012