Metrics for Success Articles
IT operational costs can be reduced by eliminating unnecessary tickets. Effective service desks employ specific processes to minimize them.
July 21, 2023
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What's the difference between First Contact Resolution and Level 1 Resolution? Find out how these metrics affect IT teams and their users.
May 26, 2023
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Ticket aging reports serve as factual and unemotional prompts in problem management as part of Continual Service Improvement.
November 22, 2022
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IT and Audio Visual Support teams improve in a variety of ways. Client satisfaction surveys are one of the key ways that in-house or outsourced managed services teams receive feedback from end-users. In the video, one of our teammates describes our survey review process and why we like receiving (some) negative surveys.
September 13, 2022
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