16. First Line
Operator
Service Desk Manager
Second Line
Operator
• Pick up the phone
• Prefer technical stuff
• Handle demanding clients
• Coach newbies
• Improve the Knowledge Base
• Make sure the planning is ok
• Make sure everybody is engaged
• Relay info to development
• Bridge Support and Ops
17. Take Aways
Did you notice?
• Talk to a human being within three rings
• Very knowledgeable support
• Supporters have a name
• TOPdesk Innovation Platform
• Dr. TOPdesk
18. Take Aways
• Treat your people like adults
• Find their strengths
• High Customer Satisfaction will
follow
25 years later this dream is a reality more than ever.
Not one attic, but 14 offices in 10 countries
Not 2 students, but more than 700 employees
We’re in the age of the customer. Customer satisfaction rate is therefore very important. This shows that enganged employees are a key factor to improve the service to the customers.
Employees are most happy at work when they feel:
Productive
Facilitated
Connected
The greatest motivator for employees: Being able to get their work done
