This report is an excellent starting point for organisations committed to benchmarking and improving programme effectiveness. To leverage more advanced benchmarks, NAVEX Global offers custom benchmarking options as part of our Integrity DiagnosticsTM and Integrity MetricsTM report service. These services allow you to get apples-to-apples benchmarking for your organisation based on your industry, company size, or other defining factors.
Published By: LANDesk
Published Date: Dec 08, 2009
This report created by the Service Desk Institute and sponsored by LANDesk provides an insight into the UK IT Support Industry by examining the core of any organisation - the Service Desk. The study covers a wide range of issues from technology and metrics through to training and salaries.
Published By: Genesys
Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. Itís up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. Youíll learn:
Three success strategies that Genesys CX Heroes use
Skills every agent should have
Key training tips
Benchmarking strategies to measure customer service and customer experience
Published By: GoToAssist
Published Date: Oct 05, 2011
This new TSIA white paper explores 3 fundamental metrics - operational, quality and cost - that you should include in your services dashboard, outlines specific measurements to track in each area and provides industry averages for key metrics to help with benchmarking.
This report reveals how Best-in-Class firms distinguish themselves from all others by routinely benchmarking and measuring their service performance; implementing effective measuring, monitoring and tracking systems; integrating service KPIs with company-wide CRM or ERP systems, wherever possible; and establishing a formal process for automatically collecting and disseminating data.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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