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Help Desk

OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Kishau Rogers
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 2 years 7 months ago

AGILE 2017: True Cost of Escalation

Kishau Rogers
​The Problem: What is the true cost of escalation?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 2 years 4 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Pagandai V Pannirselvam
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 2 years 4 months ago

Clone of AGILE 2017: True Cost of Escalation

sub cribed
​The Problem: What is the true cost of escalation?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 2 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Pagandai V Pannirselvam
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 10 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

r mud
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 8 months 3 weeks ago

Clone of Clone of AGILE 2017: True Cost of Escalation

sub cribed
​The Problem: What is the true cost of escalation?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 1 month ago

Clone of Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Pagandai V Pannirselvam
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 4 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Pagandai V Pannirselvam
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 2 years 4 months ago

Clone of AGILE 2017: True Cost of Escalation

sub cribed
​The Problem: What is the true cost of escalation?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 1 month ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Steven van Hekelen
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 11 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

sub cribed
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 1 year 3 months ago

Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation

Adam Abrahami
​The Problem: What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?

Business Help Desk Technology

  • 10 months 6 days ago