OKR template to enhance satisfaction levels of IT Service Desk
Your OKR template
Meanwhile, customer satisfaction scores are targeted to be increased by implementing a rewards program for exceptional customer service, and boosting customer service training efficiency. Furthermore, customer feedback mechanisms will be prioritized to identify and act on areas of improvement thus contributing to higher CSAT scores.
Another objective is to reduce ticket resolution time by 15%. This will be achieved through assigning dedicated teams to frequent issues, creating a knowledge base for common queries and implementing a new system for ticket prioritization amongst staff. These initiatives target both efficiency and quality of service.
Overall, the focus of this OKR is on improving the customer experience of the IT Service Desk by improving first contact resolution rates, increasing customer satisfaction scores and decreasing ticket resolution time. To accomplish this, measures such as a customer feedback mechanism, in-depth training programs, reward systems and better ticket handling processes will be implemented.
ObjectiveEnhance satisfaction levels of IT Service Desk
KRAchieve a first-contact resolution rate of 80%
Develop an efficient customer complaint system- Regularly review and improve resolution strategies
- Implement thorough training for customer service reps
- KRIncrease CSAT scores by 20%
- Introduce rewards program for exceptional customer service
- Improve customer service training programs for better service delivery
- Implement customer feedback system to identify improvement areas
- KRReduce ticket resolution time by 15%
- Assign dedicated teams to address frequent issues
- Establish a knowledge base for common queries
- Implement and train staff on a new ticket prioritization system
How to edit and track OKRs with Tability
You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.
Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.
With Tability you can:
- Use AI to draft a complete set of OKRs in seconds
- Connect your OKRs and team goals to your project
- Automate reporting with integrations and built-in dashboard
Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.
The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.
Step 1. Sign up for a free Tability account
Go tohttps://tability.app/signup and create your account (it's free!)
Step 2. Create a plan
Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.
Step 3. Use the magic importer
Click on Use magic import to open up the Magic Import modal.
Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.
Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!
Now, just click on Import from text and let the magic happen.
Once your example is in the plan editor, you will be able to:
- Edit the objectives, key results, and tasks
- Click on the target 0 → 100% to set better target
- Use the tips and the AI to refine your goals
Step 4. Publish your plan
Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.
From there you will have access to all the features that will help you and your team save hours with OKR reporting.
- 10+ built-in dashboards to visualise progress on your goals
- Weekly reminders, data connectors, and smart notifications
- 9 views to map OKRs to strategic projects
- Strategy map to align teams at scale