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"If you talk to anyone in the industry, it's a struggle. You're driving down costs, not adding to [revenues], and that's hard to quantify," Seay said.A good help desk manager needs to be armed with facts showing how that department contributes to productivity. Experts suggest that help desk managers need to point out multiple measures of success, including the number of calls coming in, of impatient callers who hung up before they were helped, of successful resolutions, of how quickly the calls were picked up, and whether they had to be passed on to a higher level...

"If you talk to anyone in the industry, it's a struggle. You're driving down costs, not adding to [revenues], and that's hard to quantify," Seay said.A good help desk manager needs to be armed with facts showing how that department contributes to productivity. Experts suggest that help desk managers need to point out multiple measures of success, including the number of calls coming in, of impatient callers who hung up before they were helped, of successful resolutions, of how quickly the calls were picked up, and whether they had to be passed on to a higher level...

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