How IT helps enhance employee experience and boost employee satisfaction
- 12 Topics
- 25 Replies
Yesterday was the equivalent of National Password Reset Day for many organizations, as employees returned to work after a long break and have either forgotten passwords or missed the periodical prompt to reset them while off.Is there anything that your organization has introduced that makes this a lighter workload for the IT service desk - from automation, through proactive processes, to better end-user education?Please share your wins to help others. Thanks :)
The life of an IT agent at work can involve juggling multiple hats, crossing various hurdles and providing support to varying requests effectively on time.Here are some tips that may be of help to ensure Agent productivity:Do your research - spend some time to look out for ticket history in order to help you provide the right solution Make best use of the Knowledge Base - If there are existing solutions, point them in the right direction rather than doing all the work from scratch Use canned responses and templates - These help you send quick first response to end users and reduce redundant activities Write a detailed transcript or ticket note - Documenting your proceedings will help your peers in future to get context and support in a better way Choose and Maintain a personal tool to help you manage your tasks efficiently Ask for help/ Collaborate whenever requiredShare some tips that you can recommend for IT agents to stay productive at their work!
In your opinion, what’s the difference between internal and external customer service? Here is how I differentiate the two, but I’d love to know if you see it differently. Please let me know if I’m way off the mark here, and if so, how! Thanks--Micah • On the one hand, internal and external customer service are the same at their heart. One of my favorite comments on this matter is from Lisa Holladay, who formerly helmed the iconic Ritz-Carlton hotel brand: “The wow stories we’re so famous for delivering for our [external] customers? We also have wow stories that happen for other Ladies and Gentlemen [employees]. We’re not famous for these because they’re internal, but I hear many times that ‘the reason I stay with the brand (as an employee) is the way that other Ladies and Gentlemen help me. When my wife was coming through surgery, my friends stocked my fridge and helped me with the driving; my work colleagues are some of the most hospitable people in my personal life as well.’• How
We talk about ‘employee well being’, ‘job satisfaction’ ‘happiness’ etc as if these were new models or standards sometimes - another box to tick. But of course looking after our people has never been more important - particularly after the last 18 months of course, although this has simply helped to focus on the issue. Its vital that we are good and sustainable employers, who take out employees physical and mental health seriously and act upon that. Its a good thing to do and it makes good business sense too, as engaged and fulfilled workers are known to deliver high(er) standards of work than those who are poorly treated. A sustainable work environment means that people like working there and want to stay, rather than people constantly leaving and causing high levels of attrition, higher cost of hiring etc. What stories do you have to support this? - or do you disagree..?
In the latest article on ITSM.tools, wellbeing expert Emma Vallely calls on IT leaders to do more to help with employee mental health issues: https://itsm.tools/it-leaders-its-time-to-talk-about-mental-health/What have you or your manager done in 2021 to help - either others or yourself - in 2021?Please let me know in a response. Thanks.
88% of employees don't believe their organizations onboard well andA Glassdoor study states that a great onboarding experience can increase the new hire retention by 82%Share your employee onboarding experience with us!Watch out to this space to know how Freshservice can help super charge your new employee onboarding.
While we speak extensively about employee well-being and experience, one of the reasons why it's so important is because the way you treat your employees is how they'll treat your customers.Here are 3 tips for IT teams to delight their end users.Let the end users know what's going on Provide multi-touch points that your users love Build an emotional connection with themWhat are some practices that have worked for you? Share with us!
According to the ‘ITSM 2021 & Beyond’ report by Freshworks and the Service Desk Institute (SDI), almost half of the IT professionals surveyed felt that COVID-19 damaged their emotional well-being. Around 60% of IT professionals felt their work life was responsible for making their emotional wellbeing worse.People are an organisation’s greatest asset. They are also the key to an organisation’s productivity, profitability and reputation. Neglecting the well-being of employees will adversely affect the whole business.There are ways to improve employee experience (EX) and prevent workplace stress related burnout, low morale, mental and physical illness. It’s worth noting that reducing the impact of these issues could have a significant impact on productivity, churn and ultimately the bottom line. It can also increase the desirability of the business as an employer of choice and so give the business access to a better quality pool of potential employees.What are some steps taken by your
We all face challenges across organisations, as various teams often have different priorities and ways of working to each other. Yet the need from the organisation’s perspective is a smooth flow of work across teams, in order to achieve desired results. Sometimes the individual teams may not appreciate these overall goals, or see their own priorities as more important. So we need to ensure that all teams and individuals understand the overall requirements and are then working to meet these collectively - this goes across eg. Service Desks and techn9ical support teams, project and operations teams, Devops and ITSM/ITOM teams. What do you think - what’s your experience of getting this to work? How can we improve collaboration and shared goals..?
First days can be tough but there’s a lot that you can do in welcoming the new employees. Using smart software for employee onboarding and having a proactive onboarding plan is very important, but tools and plans can only go so far; it’s the human touch that you add that will create an extraordinary experience.1) Get your welcome email rightKeep it warm, highlight their achievements or any interesting facts about them that their team should learn – your welcome email is a great opportunity to subtly place facts which can be picked up by teammates as conversation starters. Make it memorable. Also, show your new hires what they should do next. For example, introduce a buddy or mentor, or introduce team mates they’ll be working with so they can go say a quick “hello”.Learn more about New employee welcome email campaigns.Read More...
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