Service desk agents are typically demotivated due to an influx of negative feedback, usually due to the SLA metrics, they’re contractually bound to.
However, when taking Experience Management into use, we’ve discovered that, on average, 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 this way of working 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 an inhouse service desk to an outsourced service desk and how it introduced both penalties and rewards into their agreements to get the most out of their new Service Partners.