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