The “Employee Experience Manifesto” states that:
- All users have a right to ruthlessly relevant answers.
- All users have a right to productive work lives.
- No user should be compelled to log in to multiple systems for a simple question.
- All users have a right to a seamless service experience.
- Service desk owners must keep the people, not the tools, at the center of their technology ecosystem.
What does this mean in practice for your service desk operations?
“All users have a right to ruthlessly relevant answers” means that data hygiene is critical. The more error-free your data is, and the more your system learns as it goes, the better your employee experience will be. Read more about what your internal customers expect from employee experience in our survey.
“All users have a right to productive work lives” means not putting your employees on hold for routine issues. It’s an antiquarian, and contrarian, way to deal with your organization’s most valuable assets: your people and their time. Check out 3 Knowledge Management Best Practices for Shifting Left Your Employee Experience.
“No user should be compelled to log in to multiple systems for a simple question” is a simple one—omnichannel options for all users. Voice, chat, text, Slack or Teams, online, and any other way your employees are already in the flow of work. See why an omnichannel virtual agent beats out a regular old chatbot any day in our Chatbots vs Virtual Agents infographic.
“All users have a right to a seamless service experience” = the post-ticket world. Less friction, more speedy problem-solving, better employee interactions, better departmental and organizational bottom line. Learn more about how to drive business results and employee experience returns with your AI initiative in our AI for IT Leaders ebook (coming soon! check out chapter 1 now).
And last but certainly not least, “Service desk owners must keep the people, not the tools, at the center of their technology ecosystem” means always having the vision of solving business problems, not chasing after shiny technologies for their own sakes. Our infographic 5 Tell-Tale Signs You Need a Virtual Agent explains in more detail.
For more on the Employee Experience Manifesto, check out our pledge page and join your peers!