Service Desk Agent Best Practices and Measurements
Who makes a service desk successful?
It’s safe to say that, as the first point of communication with end users, service desk agents can make or break the success of any IT support solution. Anyone who has ever called a service desk or call center understands that customer satisfaction is as much a consequence of professional communication skills of the agent as whether or not the issue was resolved. What they say and how they say it in the course of their daily interactions with client staff is of equal importance to technical proficiency, subject matter expertise, and ultimately incident resolution.
In this white paper you’ll learn how agents contribute to smooth service desk operations and how are those contributions are measured including the following:
- What are the most effective communication methods?
- What are agent problem management detection and notification strategies?
- How are agent KPIs and utilization rates measured?