Motivate your Service Desk, through Experience Management

Presented by

Pasi Nikkanen (CGO)

About this talk

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: - Only sharing negative feedback - Not using Experience data - Limited access for stakeholders to see Service Desk results - Not connected, restricting information in 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.

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HappySignals is an Employee Experience Management Platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. We discover the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on avarage. For more information, visit