Advanced Service Support
Performance Analytics
Performance Analytics
1. Measure and baseline performance
2. Predict and prioritize future needs of customers
3. Track and monitor trends to make business decisions
4. Provide transparency for all stakeholders
2. Predict and prioritize future needs of customers
3. Track and monitor trends to make business decisions
4. Provide transparency for all stakeholders
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Use service support performance analytics to drive
customer centricity across your service support centers
You need more than reactive feedback about performance. Customer support expectations are increasing putting demand on the business to compete based upon quality of service support. ServeOptics delivers service support performance analytics in real-time, the data is actionable, and the customer insights allow you to optimize service support performance and increase the customer experience starting at the front line of support.
Take Control of the Incident/Request Queue
Improve end user support with real-time relevant incident/request data. Gain immediate understanding about the current state of your support operation with visibility of:
- Unresolved incidents/requests categorized by priority
- Top categories of incidents/requests for resource allocation
- Incident/request close rate relative to how quickly they enter the service desk
- Suggested metrics that improve incident/request handling
Proactively Monitor Service Level Compliance
Access all Service Level Agreements from one screen, categorized by Time-To-Close and Time-To-Respond. Obtain a clear understanding of which service levels are currently achieved and which ones may not be achieved by the end of the reporting period. Proactively allocate resources to ensure higher priority tickets are handled first, resulting in all SLA targets met by the end of the reporting period.
Proactively Monitor Service Level Compliance
Access all Service Level Agreements from one screen, categorized by Time-To-Close and Time-To-Respond. Obtain a clear understanding of which service levels are currently achieved and which ones may not be achieved by the end of the reporting period. Proactively allocate resources to ensure higher priority tickets are handled first, resulting in all SLA targets met by the end of the reporting period.
Optimize Agent Utilization
Monitoring Agent Utilization improves support performance while reducing the overall cost of operations. Establish configurable thresholds of acceptable levels of utilization broken down by volume of work by agent across all channels.
Control the Cost per Incident
Monitoring the cost per incident/request helps to control the cost of the service desk which provides a clear understanding of the operations efficiency. Capture a snapshot of Cost per Incident/Request based upon configurable variables for difference types of expenses. Automatic monthly trending allows for a quick analysis of service desk efficiency. Tactically understand how individual days or parts of the year where outages, patches, or new processes may have affected the Cost per Incident/Request.
Optimize Agent Utilization
Monitoring Agent Utilization improves support performance while reducing the overall cost of operations. Establish configurable thresholds of acceptable levels of utilization broken down by volume of work by agent across all channels.
Boost Customer Satisfaction
While metrics may be improving and service levels are adhered to, it is important to understand what your end users are thinking. By monitoring Customer Satisfaction, you can tell how well different aspects of your support operation are meeting your customers expectations. Gain understanding of end user satisfaction and address areas of concern with service capability and individual agent performance.
Boost Customer Satisfaction
While metrics may be improving and service levels are adhered to, it is important to understand what your end users are thinking. By monitoring Customer Satisfaction, you can tell how well different aspects of your support operation are meeting your customers expectations. Gain understanding of end user satisfaction and address areas of concern with service capability and individual agent performance.
Control the Cost per Incident/Request
Reduce the cost of your service desk and get a clear understanding of your operations’ efficiency by monitoring your Cost per Incident/Request. Capture a snapshot of cost based upon configurable variables for different types of expenses. Get quick analysis of service desk efficiency with automatic monthly trending. Tactically understand how individual days, parts of the year, outages, patches, and new processes can impact your Cost per Incident/ Request.
Control the Cost per Incident
Reduce the cost of your service desk and get a clear understanding of your operations’ efficiency by monitoring your Cost per Incident/Request. Capture a snapshot of cost based upon configurable variables for different types of expenses. Get quick analysis of service desk efficiency with automatic monthly trending. Tactically understand how individual days, parts of the year, outages, patches, and new processes can impact your Cost per Incident/ Request.
Surge Efficiency with Automated Reporting
Manually generating performance reports is a complex and time-consuming process that can become expensive when calculating the man hours that are involved. Using ServeOptics, you can:
- Eliminate the process of gathering data from multiple systems
- Reduce errors from manual calculations, enabling staff to focus on other duties
- Improve the efficiency of your reporting requirements with out-of-the-box auto-generated reporting capabilities
Surge Efficiency with Automated Reporting
Manually generating performance reports is a complex and time-consuming process that can become expensive when calculating the man hours that are involved. Using ServeOptics, you can:
- Eliminate the process of gathering data from multiple systems
- Reduce errors from manual calculations, enabling staff to focus on other duties
- Improve the efficiency of your reporting requirements with out-of-the-box auto-generated reporting capabilities
Customize Your Experience with the Automated Dashboard Builder
With the automated dashboard builder, you can instantly create and customize dashboards with specific metrics that meet your needs without any programming knowledge.
Customize Your Experience with the Automated Dashboard Builder
With the automated dashboard builder, you can instantly create and customize dashboards with specific metrics that meet your needs without any programming knowledge.
