A more motivated Service Desk team
Surprise! It's much more motivating to measure how you have helped people rather than how many tickets you have closed.
Measuring service desk personnel by how many tickets they can close per hour could lead to rushing cases/possibly not solving issues, and not delivering an excellent service experience to the end-user. Instead, service desk personnel now have the opportunity to provide a great experience that translates the heart of end-users' problems, be measured, and get feedback about how they have improved someone's day.
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