Summary
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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