 | Performance Management
Upon completion of this lesson, the learner will be able to:
- Explain the purpose of a Service Level Agreement.
- Describe common help desk performance metrics.
- Explain some of the difficulties in interpreting metrics.
- Explain the importance of reporting results in business terms.
- Describe how metrics are used to evaluate help desk performance.
- Discuss the importance of customer satisfaction surveys.
- Describe some mechanisms for call monitoring.
- List common help desk operating costs.
- Explain the relationship between costs per call and help desk performance.
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