How to apply benchmarking best practices for service desk excellence
Research from Unisys and HFS revealed that nearly half of employees (49%) lose between one and five hours per week dealing with IT issues, and another 23% lose more than six hours each week. Optimized service desk performance is key to reducing downtime and increasing productivity, while delivering the employee experience your digital workforce wants. By measuring and benchmarking against industry standards, you can make changes to ensure your employees are receiving the highest level of IT support, making them feel valued and supported in their digital workplace.
- Ensuring adequate supporting technology
- Using sentiment-based evaluations to gather feedback
- Incorporating next-generation tools, such as XLA 3.0