desk. Sunday , October 01st , 2017 - 02:57:01 AM
The question of benefits is a more difficult one to answer since the payoff from benchmarking wont be known until the benchmark has been completed. However, what we can say is that the benefits of Service Desk benchmarking come in two forms: lower costs, and higher quality levels. In one recent Service Desk benchmark completed by MetricNet, an energy utility learned how to reduce their call handle time by 25 seconds, increase the number of agent-less calls by 8 percent through greater usage of their Automated Password Reset tool, and improved their agent utilization by 4% through improved workforce scheduling. In combination, these findings reduced the cost per call from $22.44 to $17.11. At 120,000 contacts per year, these relatively easy-to-implement actions saved the company $636,000 annually. All for an investment of less than $15,000!
The theme (and lesson) I picked was, Storytelling. Around our District 84, we often quote the revered David Brooks, 1990 World Champion of Public Speaking (who actually was quoting Bill Gove of the National Speakers Association) saying, Tell a story make a point.
A softphone or (software phone) uses an application that allows your business to use Voice Over Internet Protocol or (VoIP) phone calls anywhere from a computer device. We can also describe softphone systems as soft clients.
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