6 Ways to Improve Your Service Desk KPIs

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6 Ways to Improve Your Service Desk KPIs

 

How End-User Experience Monitoring can help you cope with increasing ticket volumes

The volume of tickets has increased in the vast majority of organizations for each of the past 10 years, according to the Help Desk Institute. The takeway: Despite flat hiring and increased application complexity, support teams have taken on more and more work.

How can you better meet your KPIs for customer satisfaction, first contact resolution, and cost per ticket in the face of increasing ticket volumes?

Attend this webinar to:

  • Get the latest on industry benchmark data for key Service Desk KPIs
  • Explore 6 ways end-user experience monitoring helps Service Desk teams raise quality and customer satisfaction
  • See a demo of how Aternity supports key Service Desk and Desktop Support use cases

Speakers

Mike Marks
Aternity
Product Marketing
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Testimonials

There has been a real requirement for an architected solution that gives us the visibility and transparency we need to target where we have weak points in our infrastructure and remediate them accordingly and swiftly.

Andy Laurence Head of Production Services, Maersk Group Read Now

We’re no longer flying blind. The time to identify and remediate application issues went down exponentially.

Eric McCraw National Instruments, Web IT Manager Read Now

We have insights into the performance of our applications that we never had before. This is incredibly valuable, because it can improve our users’ productivity, and remove problems for customers in branches that can directly impact revenue.

Terence Thomas Monitoring Specialist, Travis Perkins plc Read Now

“With Aternity we can be confident in the work we’re doing. When we’re making changes that may affect the end-user, we pilot among a small user group, and be satisfied we haven’t degraded the service. Only then will we fully roll-out worldwide.”

Ross Jeremy Modern Workplace Team Lead, Simmons & Simmons Read Now