Service desks that don't have formal SLAs are unable to use performance metrics.
Correct Answer:
Verified
Q11: A database is a collection of related
Q12: One of the advantages of assigning an
Q13: When assessing the service desk's performance, quality
Q14: Team performance metrics show not only that
Q15: Some companies measure the total cost of
Q17: First contact resolution rate refers to the
Q18: Customer satisfaction is a common SLA metric.
Q19: Most unhappy customers tell companies about their
Q20: When surveying customers about a particular incident,
Q21: Since benchmarking services are relatively cheap, it
Unlock this Answer For Free Now!
View this answer and more for free by performing one of the following actions
Scan the QR code to install the App and get 2 free unlocks
Unlock quizzes for free by uploading documents