HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 303: Building the Service Desk Analyst Scorecard

Rae Ann Bruno (President , Business Solutions Training, Inc)

Location: Room 310

Date: Wednesday, April 11

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Desk Foundations

Experience Level: Fundamental

Organization Maturity: Evolving/Proactive, Immature/Reactive

Vault Recording: TBD

Audience Level: Fundamental

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!