Managers and leaders of the service desk regularly spend time checking how well the service desk is performing, often using a basket of metrics such as average call handling time and customer satisfaction (and probably lots more). But how accurate a picture do these types of measures paint of your service desk’s and people’s performance? Especially in the eyes of the end user or customer? Do such measures give a false sense of security? And do they give enough granularity relative to the things that customers find most important about their engagements with your service desk? Join us for an insightful webinar that will share a deep dive into understanding your IT service desk’s performance and offer tips for increasing its value across the business.

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