service management

4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends …

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Kanban, The World’s Oldest New Trend

While agile design efforts is current best practice, there remains a tremendous amount of work being constructed according to frameworks long in motion. ITIL and traditional legacy models of building and releasing versions of software every six months or once a year still is the standard for many firms throughout the globe. While each approach …

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