Employee Experience

We believe people are the greatest asset of any organization. Did you know happy employees also lead to happy customers? That’s where employee experience comes in. Service departments can make all the difference here: from investing in a top-notch onboarding experience to offering a self-service portal and plotting an employee journey – it all starts with employees.

Social safety at work: why does it matter?

Social safety at work is essential to success on all levels. TOPdesk speaks with the Sexmatters foundation about why this topic is more urgent than ever.

Read more

ITSM trends: what is employee experience?

Employee experience has been all the rage in business for a while now. But what is employee experience? And why should service departments care?

5 System Administrators who Became Superheroes 🦸

Join us in celebrating SysAdmin Day 2022 with our SysAdmin Hero giveaway! Nominate your hero with your personal story of thanks.

What IT departments can learn from B2C organizations

IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.

5 ways to improve your employee experience for happier customers

Data shows there’s an undeniable link between employee experience and customer experience. Find out how to keep employees engaged for happier customers in this blog.

Self-service – some common questions answered

Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.

Digital self-service at your service desk

How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.

An example of a simple customer journey map

Ready to start customer journey mapping? Find out what happens when Oliver requests a laptop from your IT department with our simple customer journey map!

3 tips for going beyond the perfect digital user experience

How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!

Employee engagement and customer experience: a perfect match

Digitalization is no longer a novelty. Nancy Rademaker reveals why employee engagement and customer experience go hand in hand with digital transformation.

Defining and mapping customer journey touch points

Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.

10 methods of obtaining customer feedback

Want to know how your customers really feel about your services? Ask them! Use these 10 methods of obtaining customer feedback to find out.

How to say no: 4 steps for handling service requests

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?

4 customer satisfaction KPIs for your service desk

Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.

What does Shift Left mean for ITSM?

The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.

One CX hack your service desk should steal from your sales team

How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.

Using Cialdini’s 7 principles on your self service portal

How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.

7 inspiring articles on how to improve your CX

Everybody wants to design great experiences for their customers. But how do you do that? To give you some inspiration, I’m sharing some of my favorite articles on designing great Customer Experience.

4 tips for a successful digital service catalogue

How do you apply the Agile principle of ‘working software over comprehensive documentation’ to improve your service catalogue? Here are 4 tips for creating a successful digital service catalogue.

10 steps to map a customer journey for your service desk

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

Self-service stress at Dr Seuss’ service desk

After a self-service implementation, it’s never easy getting your customers to use your self-service features. Sometimes it’s even harder than getting people to try green eggs and ham. Welcome to Dr Seuss’ service desk.

You might also be interested in

What a partnership with TOPdesk looks like

At TOPdesk, we take partnerships seriously. Here’s what working with TOPdesk looks like.

Top 5 Service Management trends for 2021

Wondering what the top 5 service management trends will be in 2021? If so, look no further. Check out this blog to find out our expert predictions.

6 ways to boost your organization’s IT security

Keeping breaches at bay is a major priority for IT departments. Here are our 6 top tips for strengthening your organization’s IT security.