The two fundamental metrics of desktop support are customer satisfaction and cost per ticket. While more companies are measuring customer satisfaction than before, only a few emphasize on unit cost. The fact that customer satisfaction is subjective in nature whereas cost per ticket is objective is absolutely overlooked.

In this eBook, we’ll walk you through how by quantifying cost per ticket, you gather substantial insights to attain the desired quality of customer service. We’ll also acquaint you with the key drivers and how by leveraging cognitive technology, you can give due importance to each of those drivers in order to bring down the cost without impacting operational efficiencies.

Key Takeaways


Fundamentals of Cost Per Ticket

Gain a firm understanding of the meaning and various elements constituting cost per ticket


Key Drivers of Cost Per Ticket

Know more about the primary and secondary drivers governing cost per ticket


Role of Cognitive Search in Completed Ticket Volume

Learn how cognitive technology helps you minimize cost per ticket without compromising on CSAT