Without Experience Management, IT inevitably hears only about the negative feedback (i.e. escalations) on a regular basis, creating a skewed negative impression of the Service Desk.
Experience Management provides real-time data to motivate Service Agents and promote learning
By taking an Experience Management approach, IT measures and shares Experience Data widely with all stakeholders, including Service Agents and Service Desk Managers. This way, they receive real-time feedback directly from end-users right after a ticket is resolved.
If the feedback is positive, Service Agents get an immediate motivation boost. If it’s negative, they learn about how to improve while their memory of that interaction is still fresh.
Either way, it’s much better than hearing just negative feedback weeks or months later, which facilitates neither motivation nor learning for Service Agents.
But why, you may ask, do the motivation levels of your Service Agents matter?
Motivated Service Agents want to and can serve your end-users better
Our customer Region Midtjylland's experience proves this point. I remember getting a call from Jesper Lund Hansen, Area Manager for the IT Service Desk two years ago. It was just two months since they had started implementing using the HappySignals platform for Experience Management.
Jesper told me that Service Agent Happiness had increased by 15% in that time, while end-user happiness simultaneously increased by 15%.
This was no mere coincidence. Finding ways to better motivate your Service Agents will empower them to serve your end-users better!
And that’s why Experience Management can truly create more smiles, less time wasted for everyone.
In this episode of Happy in 15, Pasi and I chat more about motivating your Service Desk.