Smart and successful organizations of all sizes — from small firms to large enterprises — are using KPIs to enhance the performance, productivity, efficiency and cost-effectiveness of their IT help desk.
However, with this in mind, there are some fundamental do’s and don’ts that must be taken into consideration in order for KPIs to be assets instead of liabilities. Here are three best practices according to information technology executive Stacy Gianoulis:
1. Pick and choose KPIs carefully.
There are a wide range of KPIs available for organizations to choose from: first contact resolution rate, mean time to resolve, agent utilization, cost per ticket, customer satisfaction, and the list goes on.
Ironically, this abundance of options can result in organizations trying to track far too many metrics. This leads to chaos instead of clarity, which is the exact opposite of what needs to happen.
Stacy Gianoulis, who currently serves as Vice President for Client Services and Support at Boston University, suggests that when too many KPIs are in play, organizations invariably start to believe that
they need to report and act on each. However, this is not necessarily the case. What matters most is which KPIs are aligned with the organization’s strategic needs.