Help Desks and support centres are no different to any other channels where the use of detailed and immediate measurement reporting allows clients to optimise their support performance and fulfill their customer experience promise by attending to problems before they escalate.
Vigilmetrics provides comprehensive reporting, scorecards and dashboards and is able to integrate with any existing help and support desk management tools to augment existing reporting.
Areas of help desk metrics include help query volumes, type and time taken for resolution and typical questions clients would like to have answered are along the lines of:
- How many queries does my help desk deal with on a daily basis?
- When do we receive the most queries?
- What is the nature of the calls being received?
- How quickly can our agents resolve problems?
- Where are the bottlenecks in query resolution?
- Are there specific regions where we receive more queries from?
Contact us now to see how Vigilmetrics solutions will bring your metrics to life!