Optimize Your Customer Experience Using Service Desk Analytics

Jad Elahmad

Do you consistently have a backlog of tickets and not sure how to effectively tackle this issue? Surprisingly, this is not a rare problem. In this course, we will discuss how you can use data to wrangle these issues.

Some of the questions we will go over include the following:
1) What is the average time to resolve a ticket?
2) What is the average customer satisfaction (CSAT) rate?
3) What are the average response times?
4) Are you receiving multiple service desk tickets from the same person? Is it a training issue?
5) What is the cost per ticket? How do you calculate this?
6) How do we communicate this data to the C-Suite?
7) Which tools can help with analyzing this data and reporting it?