Session 303: Building the Service Desk Analyst Scorecard

Wednesday, April 11 at 3:00 PM

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Ever notice how most scorecards focus more on the numbers than on the quality factors that contribute to customer satisfaction? Service desk managers emphasize and incentivize based on how quickly the phone is answered, length of calls, abandoned rates, etc. Although these are essential for improving efficiencies of the service desk and for staffing and scheduling appropriately, they aren't the only metrics that impact the customer experience. In fact, they often decrease the quality of the customer experience because the analysts are more focused on the numbers than on the actual customer interaction. In this session, you'll learn how to create quality scorecards for incident and call monitoring, and then you'll build an actual scorecard with your fellow attendees!

Rae Ann Bruno

Business Solutions Training, Inc

Rae Ann Bruno is the president of Business Solutions Training, Inc., where she consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and is the author of Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She is also a member of the HDI International Standards Committee.