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Improve call resolution rate by 10% by year end. Saves users time, and they can get back to thier regular operations sooner.
Improve response time by 10% by year end. Reduces waiting time to be serviced.
Improve quality of service by 6% by year end. The help users receive will be more meaningful and fulfilling.
By year end, user satisfaction will increase by 15%. Creates user confidence and reliance on the help desk.
All staff will have specialized knowledge in different fields to increase service quality in 2 years. Feel secure knowing there are geniuses who can resolve tougher issues.
By year 2, our cost per incident will reduce by 8% Users will receive the same level of service for another 6 to 8 years.
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