Posts tagged as:

Metrics

Measuring Service Deflection

by tsmith on April 19, 2010 · 0 comments

There are a wide array of opinions about measuring Service Deflection out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90 survey respondents there were almost 80 different measures of deflection being used.

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How Does Your Organization Measure Case Backlog?

by bstephens on April 19, 2010 · 9 comments

In a service organization there is always more service demand than can be met in a single day, week, or month. Incomplete service requests, “work in process,” backlog or case load are some of the common names for the work yet to be completed in the support center.

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Sometimes it’s Better to Let Customers Hold for Service

by bstephens on August 31, 2009 · 3 comments

In response to this mounting pressure on service levels, it is tempting to introduce call diversion methods to reduce hold times. These include routing customers to voicemail, routing customer to engineers with secondary skills in their problem area or routing customers to administrative staff to log the case for call back. While each of these techniques and other more creative do at least temporarily to reduce hold times, what is best for the customer?

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