What are the Benefits of Experience Level Agreements - Part 3 of 5

3 Motivating for Service Desk

A more motivated Service Desk team

Not the first thing maybe in your mind, but it's much more motivating to be measured on how you have helped people, rather than being measured on how many tickets you have closed.

Instead of Service Desk personnel being measured on how many tickets they can close per hour, which could lead to rushing cases/possibly not solving cases, and not delivering a great service experience to the end-user, Service Desk Personnel now have the opportunity to deliver a great experience, find the heart of the end-users problem and measured on essentially how they have improved someone's day.

Let's face it, you'd rather be getting good feedback on how you have actually helped people each day, rather than being told to close more cases and be quicker with your service.