Measure help desk performance more effectively

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Executive Summary

This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance.

Accurately measuring help desk performance is challenging. Statistics that seem impressive at first glance are often misleading when examined more closely. Help desk managers must look beyond an agent's answered calls, average call time and closed tickets.

This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. After reading the chapter you'll know the following:

  • The purpose of a Service Level Agreement (SLA)
  • Common help desk performance metrics
  • How to correctly interpret help desk metrics
  • How to report help desk results in business terms
  • How you can use metrics to evaluate help desk performance
  • The importance of customer satisfaction surveys
  • Call monitoring techniques
  • The relationship between help desk operating costs and performance.


Title: Introduction to Help Desk Concepts and Skills
ISBN: 007821677X
Published: September 17, 2003
Author: Susan Sanderson
Chapter: Chapter 7: Performance Management
Published by McGraw-Hill

  • Format: PDF
  • Size: 592 KB