Find the Value in Service Desk Performance

Phoenix Health has been providing service desk services to clients for over 15 years, both for single hospitals and large provider groups and as a remote shared service for multiple clients simultaneously. In doing so, we’ve learned the ins and outs of measuring your service desk performance.

During this webinar, we will discuss how to use measurements like key performance indicators and benchmarks to effectively manage your service desk (and how not to).

Webinar Topics:

  • Describe your contact volume
  • Review channel mix, contact volumes, contact & patterns, & the implications for effectively providing service
  • Understanding and using Key Performances Indicators (KPIs)
  • Effectively measuring end-user satisfaction
  • Examining the health of your operation, including staff turnover ratio & employee satisfaction
  • Q&A

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