A reader writes in to ask Bob Lewis whether user satisfaction might be the best metric for measuring a helpdesk's success.
"If the answer seems to you to be obvious (and affirmative) I think you need to take a closer look," Lewis explains.
Indeed, there are complicating factors driven largely by users becoming more tech-savvy. Help desk metrics.
"As end-users become more sophisticated, the same Help Desk appears to become less effective, even though it might actually be improving."
Posted by Tom Sullivan on April 16, 2008 11:00 AM
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