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Customer Satisfaction is top-of-mind for virtually every service organization.  And for good reason: it is the single most important measure of quality for a service desk or desktop support group.  But what about Agent Satisfaction?  How important is that, and why don’t more service desks track this metric?  It turns out that it’s plenty important, and every support organization should track and trend this metric on an ongoing basis.

Agent Satisfaction is the percentage of agents on the service desk that are either satisfied or very satisfied with their job.  It is typically measured annually or semi-annually using an Agent Satisfaction Survey.  Unfortunately, fewer than 30% of all service desks track Agent Satisfaction.  When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter.  On both counts, they are wrong.  Here’s why…

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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