Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.
Frustration and delay—known as friction—strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. In today’s tight labor market, it is even more difficult. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
In this webinar, you'll learn:
- What friction is and how it affects support staff, employees, and end users
- Why employee satisfaction is more important than ever
- How modern ways of providing assistance, guidance and training can reduce friction