Motivate your Service Desk with Experience Management
Demotivated and unhappy Service Agents are unlikely to serve your end-users well. Happier Service Agents make for happier end-users too!
With Experience Management, Service Agents receive real-time end-user feedback, motivating and empowering them to improve.
Service Agents working on the Service Desk often receive lots of negative feedback and are demotivated as a result.
This is partly due to the rigid SLA targets that they need to meet, such as closing tickets as quickly as possible rather than properly solving end-users’ problems. It is also because without an Experience Management approach, Service Agents do not receive feedback in a motivating or productive way.
The good news, is that companies who take Experience Management into practice can transparently see their end-user feedback and utilize this to not only paint a positive picture of their Service Desk, but also to motivate them.
Based on our Global IT Experience Benchmark Report which analysed over 1 million feedback responses from HappySignals customers’ end-users in H1/2021, the overall happiness (NPS) with Support Services was +76. In other words, 82% rated their Service Desk interaction positively (giving 9 or 10 out of 10).
This highlights how valuable Experience Management has been in motivating Service Agents to deliver better end-user experiences.
Compared to traditional SLAs or yearly IT Surveys, I believe Experience Management not only produces more positive feedback for your Service Desk. It also motivates your Service Agents to serve your end-users better.
Here are some reasons why.
Experience Management highlights the usually unsaid positive feedback
Most IT organizations rely on SLAs or yearly IT surveys instead of getting real-time feedback from end-users. As humans however, we tend to remember negative experiences more than positive ones after a while, and also make more effort to raise negative feedback immediately.
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.
By contrast, Experience Management with HappySignals encourages end-users to give feedback after each service interaction. Gathering higher quantities of real-time feedback will bring to light the usually unsaid positive feedback.
This way, the Experience Data is more motivating for your Service Agents, while IT also gets a more balanced understanding of how the Service Desk is performing.
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.
We also hear from Marte Thorbjønsen, Director of IT Core Operations for Wilhelmsen group, on how introducing both rewards and sanctions in their Service Desk agreements helped them to get the most out of their new Outsourced Service Partners. Watch it below!
If you enjoyed watching this, be sure to subscribe to Happy in 15 and never miss an episode. If you prefer to read than watch, stay tuned for more blog posts like this one!
Looking for something even more bite-sized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow.
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