This is so very true. I've seen metrics being brought into service desk meeting for way too long. As the OP it really does more wrong than any good IMO. From experience, employee moral falls, technicians feel that if they don't meet the metrics their job could be in jepordy,which in turn causes a poor customer experience, as the tech feels the need to rush in order to meet the goal of the metrics that they are being judged on. I myself feel that metrics do not tell the whole story, only what is on paper.I think it would be better to focus the attention on the techs more so than the metrics. Help guide the techs, teach them, help them learn more and I believe it would make for a more efficient service desk enviroment.
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This is so very true. I've seen metrics being brought into service desk meeting for way too long. As the OP it really does more wrong than any good IMO. From experience, employee moral falls, technicians feel that if they don't meet the metrics their job could be in jepordy,which in turn causes a poor customer experience, as the tech feels the need to rush in order to meet the goal of the metrics that they are being judged on. I myself feel that metrics do not tell the whole story, only what is on paper.I think it would be better to focus the attention on the techs more so than the metrics. Help guide the techs, teach them, help them learn more and I believe it would make for a more efficient service desk enviroment.