Here's the last thought on making your customer service or help desk strategic:
> Demand accountability and measure individual agent performance. Every help desk must operate with a sense of urgency. Individual agents must be measured against a set of performance goals such as calls per month, customer satisfaction and first-call resolution rate. By establishing individual goals in each area, a manager can ensure that agents are both efficient and effective in delivering service.
Meet with users. Close the cycle. Internal marketing improves customer satisfaction—even without any improvement in the variables typically associated with happy customers: average speed of answer, call abandonment rate and first-call resolution rate.
Becoming strategic doesn’t happen overnight. In most cases, the process takes one to two years. Additionally, the cost of support often increases during the transition phase. If you are prepared for this and are willing to stick with it, the rewards of being world class will more than justify any short-term increase in cost.
Some related white papers on this topic: