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Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean? More importantly, what does it tell us about how to manage and optimize service desk performance?
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of the Service Desk. Join Now!
Desktop Support has historically been one of the most poorly managed functions in IT. A lack of performance indicators, weak oversight of technicians, and failing to follow a SPOC support model all contribute to poor performance. But a handful of World-Class organizations have “cracked the code” on Desktop Support. They consistently achieve lower costs and higher customer satisfaction than their peers. This forum will explore how they do this.
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of Desktop Support. Join Now!
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of the contact center.
HEAR how the industry’s top performing call centers achieve world-class status. LEARN key strategies for enhancing your call center performance. APPLY Best Practices from your peers in the industry. Join Now!
Customer Satisfaction is the critical factor in the ability of IT organizations, contact centers, and help desks to meet their performance goals and enhance productivity. That said, few people appreciate the enormous power of this metric and the exponential rewards in minimizing the gap between customer perception and actual performance.
This is a group of professionals interested in collaborating on proven practices for optimizing the Customer experience. Join Now!
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The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.
Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.
