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Engagement through Culture


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Wolter Smit

Published in: Technology
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Engagement through Culture

  1. 1. Engagement through Culture Wolter Smit CEO/Co-Founder
  2. 2. £ 35million revenue 14 offices in 10 countries on 3 continents 4,175 clients700 employees Self-funded25 years in business
  3. 3. How do we do this?
  4. 4. “After the first phase of the implementation, I was able to take a well-earned holiday for the first time in three years”
  5. 5. Lyn McKerrow Demand Manager
  6. 6. It’s the people... And how you treat them.
  7. 7. Companies with engaged employees have a 81% higher customer satisfaction rate. - Forrester -
  8. 8. Your people are adults, treat them that way - Driven by metrics only - Motivated by Carrot & Stick - Forced into a role
  9. 9. Douglas McGregor People are lazy and unhappy with work People find work as natural as play
  10. 10. Are you engaged?
  11. 11. First Line Operator Service Desk Manager Second Line Operator
  12. 12. 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
  13. 13. 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
  14. 14. Take Aways • Treat your people like adults • Find their strengths • High Customer Satisfaction will follow
  15. 15. #ToT18#ToT18 Thank you TOPdesk Wolter Smit CEO/Co-Founder
  16. 16. TOPdesk on Tour 2018 Working towards better collaboration