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Engagement through Culture
- 3. £ 35million revenue 14 offices in 10 countries on 3 continents 4,175 clients700 employees Self-funded25 years in business
- 5. How do we do this?
- 6. “After the first phase of the implementation, I was able to take a well-earned holiday for the first time in three years”
- 10. It’s the people... And how you treat them.
- 11. Companies with engaged employees have a 81% higher customer satisfaction rate. - Forrester -
- 12. Your people are adults, treat them that way - Driven by metrics only - Motivated by Carrot & Stick - Forced into a role
- 13. Douglas McGregor People are lazy and unhappy with work People find work as natural as play
- 14. Are you engaged?
- 15. First Line Operator Service Desk Manager Second Line Operator
- 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
- 20. TOPdesk on Tour 2018 Working towards better collaboration
Notas del editor
- 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