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Agent Satisfaction is the percentage of agents on the service desk that are either satisfied or very satisfied with their job.  It is typically measured annually or semi-annually using an Agent Satisfaction Survey.  Unfortunately, fewer than 30% of all service desks track Agent Satisfaction.  When I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter.  On both counts, they are wrong.  Here’s why…

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Agent Satisfaction, Service Desk, Service Desk KPIs, Service Desk Metrics
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Jeff Rumburg | MetricNet
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