Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends occurring over a period of time.
https://www.business2community.com/customer-experience/4-service-desk-agent-performance-metrics-that-influence-the-customer-experience-02088402/
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