39. How to Measure Agent Performance to Improve Service Desk Quality? скачать в хорошем качестве

39. How to Measure Agent Performance to Improve Service Desk Quality?

Register here to our monthly live webinars: https://hubs.ly/Q02twt1c0! Managing a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton University) has A LOT of experience in that department and shares his methods to measure agent performance and boost service desk quality. Find insights on cold monitoring, scorecards, personalized feedback, and more! Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager at Pinnacle Foods Corporation, and a Solutions Director at Technisource. -- Join the community of service management professionals at https://ticketvolume.com/ And don't forget to follow us on LinkedIn:   / ticket-volume   -- Ticket Volume is powered by InvGate, your gateway for better IT. Learn more about us at https://invgate.com/ Request a 30-day free trial at: https://invgate.com/free-trial #podcast #itpodcast #it #technology #itsm #servicemanagement #itservicemanagement #servicedesk #helpdesk #itsupport #itleaders #itleadership #itmanagement #itmanager #servicedeskmanager #servicedeskquality