According to H R Shiever of Citrix Online, Benchmarking is a critical process for any Service Desk that wants to gauge the quality of its service delivery.
Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email.
While industry metrics can be extremely useful in discerning service levels, true benefits to service delivery come from benchmarking from within.
This new guide from the Service Desk Institute shows how to deliver the very best service by benchmarking in tandem with a few simple, but essential steps.
Download the SDI best practices guide to learn:
-The different types of benchmarking and which you should use
-Key metrics every service desk should measure
-How to implement and utilize benchmarking best practices
-And much more.
Download Best Practices Benchmarking for Service Desk Success White Paper
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