Improve Service Desk Productivity with Gamification
Improve individual/team motivation and productivity then, in turn, better performance and service delivery through the use of challenges, engagement, and rewards.
More Challenges, Better Results
Gamification is a framework to reward staff, with virtual or tangible incentives for completing tasks that contribute towards the overall team, department, or company goals in a fun and competitive way.
Give recognition to agents for their hard work and increased motivation to continue improving by providing continual feedback on progress through rankings and skill level points, and setting daily tasks that are aligned with long term goals.
Provide individuals or teams with specific quests towards a goal composed of many parts. For example, service desk agents who complete the quest of closing 20 tickets with a customer satisfaction rating greater than four win 100 points towards their personal total (and ranking).
Transform agent motivation in higher levels of service, faster response times, increased productivity, greater collaboration, and greater visibility of the value that IT delivers to the business.
Benefits of Gamification in a Service Desk
InvGate Service Desk’s gamification capabilities, available in both on-premise and SaaS versions, helps you to get the best out of the service desk and other IT support staff, with additional associated benefits.
A Better Customer Experience
Increased Knowledge Levels
Improved Efficiency
A More Motivated Workforce
The right quests will focus on both the achievement of tasks and a high level of customer satisfaction. Thus, helping service desk agents to focus on, and deliver, the right balance of speed and service quality to meet end user and customer expectations.
Not only does gamification encourage individuals to improve their level of IT and business knowledge, the fact that staff are more engaged and motivated also reduces staff churn. Thus, ensuring that critical knowledge is retained within the IT support team.
The competitive nature of gamification focuses IT support staff on the right things, with the quest-based targets key in upping personal and team productivity to optimal levels.
As gamification is not just about hitting individual and team targets, it’s also about increasing employee engagement, motivation, and aspects of personal esteem and self-actualization.
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