12 min listen
39. Measuring agent performance to improve service desk quality, with Jason Turner
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Length:
29 minutes
Released:
Jan 26, 2023
Format:
Podcast episode
Description
Managing a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton University) has A LOT of experience in that department and shares his methods to measure agent performance and boost service desk quality. Find insights on cold monitoring, scorecards, personalized feedback, and more!
Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager at Pinnacle Foods Corporation, and a Solutions Director at Technisource.
Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager at Pinnacle Foods Corporation, and a Solutions Director at Technisource.
Released:
Jan 26, 2023
Format:
Podcast episode
Titles in the series (91)
11. The experience management shift in service management, with Alan Nance from XLA Collab by Ticket Volume