Reward and recognition for the service desk

Reward and Recognition for your Service Desk agents

Life on the Service Desk day-to-day isn’t always the easiest job: providing excellent customer service, ensuring SLAs and targets are met, and that both internal and external users are satisfied with how the Service Desk supports them, is crucial.

Keeping staff motivated while constantly achieving high levels of customer satisfaction can be a challenge.

However, cutting edge Service Desk technology can offer a solution using the principles behind game theory: introducing a competitive element between Service Desk agents and a ‘virtual reward’ system which displays and ranks staff in a fun and engaging way based on their contribution and performance.

Integrating components commonly seen in console gaming, for example leader boards, badges, challenges, and quests, everyday tasks, such as closing an incident, can earn Service Desk agents points and badges which reward and celebrate anything you deem as an achievement.

Fully-configurable, you can choose what you reward and how you choose to use the information, collating leader boards that are compiled on a ‘live’ basis. Badges can be earned for the least incidents re-opened per month, or the most positive customer feedback. Several badges across different tasks can combine to form a ‘quest’ to encourage all-round performance. Agents can even ‘level up’ by moving from ‘rookie’ to ‘ninja’ or ‘expert’ to show-off their support prowess and experience.

And it can be used strategically, for example, if you would like to reduce calls to the Service Desk and encourage customers to use the Knowledge Base, badges can be awarded for adding great knowledge articles and achieving great feedback from peers.

These could even be turned into tangible rewards, such as the team member that closes the most incidents per week is rewarded with coffee and cake, or even linked to remuneration. Conversely, these features could even be used to offer a disincentive to staff for actions that may negatively affect SLAs, for example, achieving the most incidents re-opened per month.

Whichever way you choose, gaming mechanics are increasingly finding their way into business applications and can be a great boon when harnessed as part of a wider reward and recognition culture.