Masterclass Certificate in Service Desk Performance Metrics
-- ViewingNowThe Masterclass Certificate in Service Desk Performance Metrics is a comprehensive course designed to equip learners with the essential skills needed to excel in service desk management. This course emphasizes the importance of performance metrics in evaluating service desk efficiency, effectiveness, and overall business impact.
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โข Service Desk Metrics Overview
โข Key Performance Indicators (KPIs) for Service Desk
โข Setting up a Performance Metrics Framework
โข Call Volume and Call Handling Metrics
โข First Contact Resolution (FCR) and its Importance
โข Mean Time to Resolution (MTTR) and Mean Time Between Failures (MTBF)
โข Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)
โข Service Desk Productivity and Efficiency Metrics
โข Data Analysis and Reporting for Service Desk Metrics
โข Continuous Improvement in Service Desk Performance Metrics
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