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For Infrastructure & Operations Professionals

This Isn't Your Grandfather's Service Desk

How To Transform Your Service Desk To A Customer-Experience-Focused Organization

November 15, 2013

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  • By Amy DeMartine
  • with John Rakowski,
  • Eveline Oehrlich,
  • Megan Burns,
  • Michelle Mai

Why Read This Report

While the service desk remains the primary point of contact for business customers with issues, questions, and challenges related to their hardware and software, the traditional metrics focus on speed rather than quality. To become a customer-experience-focused IT service desk, Forrester recommends that all service desks determine the Customer Experience Index (CXi) by taking a survey of business customers to test how effective, easy, and enjoyable their interactions have been with the service desk over the past three months. This report describes how the service desk can leverage the CXi methodology to improve its reputation.

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Table of Contents

  • Who Are You Going To Call? The Service Desk
  • Denying The Culture Of Speed For Quality
  • Easy, Efficient, And Enjoyable Service Desk Customer Experiences
  • Find, Fix, And Repeat To Improve Customer Experience
  • Ultimately, You Need To Keep Your Service Desk Relevant

  • Seize The Moment Now To Delight Your Business Customers
  • Supplemental Material
  • Related Research Documents

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