Service desks run their business and make critical decisions based on metrics. However, if the metrics used are unbalanced or biased, organizations may be making big decisions based on misleading information. Bomgar’s Manager of Business Solutions, Sara Lisch, will point out the pitfalls involved when support teams are evaluated and focus too closely on one or two commonly used service desk metrics, such as Average Handle Time, Customer Satisfaction, Quality, or Issue Resolution, rather than a balanced scorecard. She’ll also investigate the dangers of self-reported metrics and give insight into how service desks can collect unbiased and well-rounded feedback from support session analysis in order to obtain a true picture of performance on which to make business decisions.