- Employee motivation is the individual desire…that they bring to work with them everyday.…Again, crafting your interview process…to look for internal or intrinsic motivation is key here.…Studies have shown that you can't really…motivate by fear or reward longterm.…The desire to succeed starts from within.…If employees aren't motivated, they won't be engaged,…and therefore not satisfied.…This is where retention and rewards come into play.…
Retention is defined as the organization's…ability to keep or retain their employees.…If a company has high turnover rates,…then your retention is low.…In the service desk industry,…you will have to research what has been…historically tracked for your organization,…but anything over 25% has been traditionally…viewed as high turnover.…This is where your rewards and recognitions programs…can help engage and retain employees.…But, just because you can have fun at work…and give away prizes doesn't mean you will keep…your employees motivated, engaged, and wanting to stay.…
So let's look at a few components that tie…
Author
Released
7/31/2017- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
Duration
Views
Related Courses
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Introduction
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Welcome1m 15s
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What you should know1m 25s
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1. What Is a Service Desk?
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Service desk frameworks5m 3s
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Service desk models3m 20s
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2. Service Desk: The People
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Developing ongoing training6m 37s
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Mentoring4m 54s
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Coaching7m 31s
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3. Service Desk: The Processes
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Overview of processes5m 26s
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Process blueprints5m 9s
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4. Service Desk: The Technology
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Technology overview2m 9s
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Telephony systems5m 49s
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Self-service components5m 2s
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5. Service Desk Quality
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Policies and procedures4m 43s
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Developing a quality mindset6m 13s
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Developing a quality program5m 57s
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6. Building Relationships
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Employee satisfaction3m 35s
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Communicating with customers6m 22s
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Customer effort score (CES)2m 22s
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Conclusion
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Next steps1m 12s
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Video: Process for building relationships