2024-05-02 23:14 UTC
@ciggysmokebringer@kolektiva.social yeah this is how I interpret it when employees ask for more clarity on their roles and responsibilities. Or to understand how they are being evaluated. They wanna know how to tell if they are doing a good job. The answer is fuzzier thank people want it to be. But it's still possible to give employees more confidence in that answer.
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@polotek@social.polotek.net 2024-05-02 23:16
@ciggysmokebringer@kolektiva.social for help desk roles, I would tell people to get more curious about what metrics are used to evaluate their department. Is it tickets closed per month or per quarter? Is it CSAT score? Is it mean time to resolution (MTTR)? You should understand those metrics, and then ask your manager to help you track it back to your own work. How did your closed tickets contribute to your departments overall numbers. Does that make sense?