Trends Report

Brief: Ignite Your Workforce Experience With Your Service Desk

How To Measure Your Workforce Experience In The Future

January 27th, 2016
EO
Eveline Oehrlich
With contributors:
Laura Koetzle , Elinor Klavens , Megan Doerr , Kara Hartig

Summary

Ensuring a positive service desk experience means minimizing the effort that your workforce expends to get help. Don't make employees jump through hoops to reach you because you're too focused on measuring internal service desk metrics. This brief explains how infrastructure and operations (I&O) professionals can leverage the three dimensions of customer experience (CX) to determine the right service desk metrics to use and improve the service desk experience and overall delivery of CX for their company.

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