This is a sponsored review...
I’ve never worked at a “help desk”, but I do know that a help desk is an important department within an organization. Customers call in constantly needing help, so the people working the help desk should be quite knowledgeable about the ins and outs of the organization and/or products. It’s also important to make sure that the help desk reps are doing their jobs and serving the customers to the best of their abilities. 
There are tools available to keep tabs on helpdesk performance metrics such as this Help Desk Balanced Scorecard Metrics that is available by Strategy2Act.com. You can download a free trial version of their software which has a helpdesk dashboard and allows you to keep track of helpdesk KPI (key performance indicators) such as first time settlement, resolution time, opened tickets and the call abandon rate.
Would this scorecard be useful for your business? From what I see, this help desk scorecard seems pretty easy to use and it gives you some valuable information to help your business do better in terms of helping customers in a more efficient manner. This is especially helpful if you have a big company. It’s also good information to have for individual performance evaluations.
What types of tools are you using to measure your help desk or call center performance? Are they working? What are your biggest challenges?
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