Motivate your Service Desk, with Experience Management

EP 11- Motivate your Service Desk, with Experience Management
Typically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to the SLA metrics that they are contractually bound to. 
 
However, when taking Experience Management into use, we have discovered that 82% of feedback the Service Desk receives is Positive.
 
There are many challenges that Experience Management overcome, such as:
  • Moving from only sharing negative feedback to showing all feedback (82% positive)
  • Integrating end-user Experience data with Operational data
  • Ability to give full access to stakeholders to see Service Desk results
  • Connecting information to be able to improve problem areas
 
In this episode of Happy in 15, Pasi and Sami discuss why Experience Management is for the whole company, including your Service Desk and how taking this way of working into practice will motivate your Service Desk.
 
We also hear from Marte Thorbjønsen, the Director of IT Core Operations for Wilhelmsen group, on how they moved from inhouse Service Desk to an Outsourced Service Desk, and how they introduced both penalties and rewards into their agreements in order to get the most out of their new Service Partners.
 
Prefer reading? Sami's new blog post explains why motivating your Service Agents matters and how Experience Management can help.