The many issues with traditional IT service desk metrics
When you consider the many metrics applied to your IT service desk agents, are they predominantly focused on “how many?” and “how fast?” With customer satisfaction the obvious exception.
As I wrote in my previous blog, “…traditional service desk metrics drive the wrong behaviors. That, in particular, agents are currently measured by speed and not the value they create. In practice, they’re measured on ‘how fast they get rid of their customers’.”
So, are volume and speed metrics really the best way to measure your IT support success? And, just as importantly, will the statistics around volumes and speed do much, if anything, to motivate your agents?
What influences a better employee (end-user) experience?
What do you think it takes to deliver a great employee experience? The best processes? The best technology? Or the best people? I imagine that you probably replied (in your head) – the best people. Or you might have been greedy and said all three.
Of course, I could have flipped this, and asked: “What do you think is likely to deliver the worst employee experience?” Subpar processes? Subpar technology? Or subpar people? Hopefully, your answer to this would again be people.
My point is that your people – your IT service desk agents – are incredibly important to the quality of your IT support and the delivered employee experience.
The next obvious question is then: “How are they important?” And the answer is probably not what you think.
read more..
When you consider the many metrics applied to your IT service desk agents, are they predominantly focused on “how many?” and “how fast?” With customer satisfaction the obvious exception.
As I wrote in my previous blog, “…traditional service desk metrics drive the wrong behaviors. That, in particular, agents are currently measured by speed and not the value they create. In practice, they’re measured on ‘how fast they get rid of their customers’.”
So, are volume and speed metrics really the best way to measure your IT support success? And, just as importantly, will the statistics around volumes and speed do much, if anything, to motivate your agents?
What influences a better employee (end-user) experience?
What do you think it takes to deliver a great employee experience? The best processes? The best technology? Or the best people? I imagine that you probably replied (in your head) – the best people. Or you might have been greedy and said all three.
Of course, I could have flipped this, and asked: “What do you think is likely to deliver the worst employee experience?” Subpar processes? Subpar technology? Or subpar people? Hopefully, your answer to this would again be people.
My point is that your people – your IT service desk agents – are incredibly important to the quality of your IT support and the delivered employee experience.
The next obvious question is then: “How are they important?” And the answer is probably not what you think.
read more..
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