motivating a 300% increase in service desk efficiency using freshservice it service desk
Post on 24-May-2015
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Motivating a 300% Increase
In Service Desk Efficiency
2
Let’s face it...
IT Support is a thankless job
A day in the life of an agent
8 to 12 hours at work
23 users
115notifications
35new tickets
2-3% Reopens
14Problems
solved
Nobody gets to have fun
Not your agents. Not your users. Not even you.
Average tenure of support agent is less than 11
months
Agent frustration directly translate to unhappy
customers
Frustrated agents are terrible for business
Everything comes at a price
Apple’s “smiling” support
Happiness is contagious
Gen-Y ready?
Can Gamification Help?
Reward Desired Behavior
Alignment to the right goals
Better results. More fun.
Better employee
engagement
Motivation = Results
Happy UsersDecrease in
Average resolution
times
Faster Ticket
Resolution
Why should Sales guys have all the
fun?
Identify best players in your team
Find out why your top players are on top
Figure out areas of expertise for each
agent
Compare agents and see head-to-head
stats
Pinpoint problem areas and find ways to
improve
Outcomes
Making “fun” work is the first step to making
“work” fun!www.freshservice.com
Booth #620
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