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Most enterprise departments are fortunate to have any kind of dashboard reporting. Help Desks are unique in that they should not only have a dashboard that reports key performance data to them from the enterprise, they should also have a dashboard that lets the Help Desk push employee alerts and notifications to the enterprise. In biology, if an organism injures something vital, there is typically a mechanism for instant and profound feedback to inform the rest of the organism of the change which we call pain. Help Desk departments may not make the decisions or plot the direction for the enterprise, but they certainly manage the vital organs that circulate the lifeblood of a modern enterprise: information. Shouldn't the Help Desk have the ability to alert the organization to important changes and business pains?
Like other departments, the Help Desk benefits when the team can accelerate decision-making and response time by publishing key performance metrics on a departmental dashboard. An effective dashboard allows Help Desks to increase customer satisfaction rates, manage call volumes, and identify opportunities for offloading repetitive fixes by enabling user self-help early on. But in the midst of a call storm, Help Desk agents cannot be expected to consult a separate application or login in to a web portal to access their performance data. Their desktop real estate and their time is better used to resolve problems. What if Help Desk departments could do both at the same time?
Unlike other departments, the Help Desk often needs to notify the rest of the enterprise of situations that will impact its ability to do business. While marketing or operations departments might confidently rely on email or voice mail for their occasional needs to communicate with the entire workforce, more often than not the Help Desk needs to inform employees that one or more these vital services is offline. Even when email is an option, the frequency and volume of emails in most enterprises is making this a less and less effective communication channel. More importantly, when a legitimate IT problem occurs, you want your IT professionals working the problem rather than the phones. An employee notification system for the Help Desk department helps to eliminate call storms before they start?
One dashboard can provide the performance metrics Help Desk teams need to track their progress as well as providing a simple but effective employee alerting system. Klipfolio puts enterprise dashboards on the desktop. From here, workers gain a passive awareness of the metrics that drive their activities as well as an enterprise alerting system that can actively engage their attention when changes occur. Neither busy Help Desk agents nor other employees will switch applications or login to web portals to see performance data in the midst of a busy day. Placing a Klipfolio Enterprise dashboard on the desktop removes this obstacle. Rather than swallowing up precious desktop real estate, Klipfolio Enterprise dashboards by Klipfolio appear as sidebars, floating widgets, or other configurations that match the way each employee works.
