A case of "You show me how I'll be measured, and I'll show you how I'll behave".
At one site, the helpdesk performance was measured on how quickly priority 3 calls were addressed. The first thing we did was try to get the calls upgraded to priority 2, or downgraded to priority 4.
At one site, the helpdesk performance was measured on how quickly priority 3 calls were addressed. The first thing we did was try to get the calls upgraded to priority 2, or downgraded to priority 4.
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