Watermelons and Workplace Support

watermelons
In your business, providing the best support for your workforce is a primary concern.  Your HR dept. tells you these people really care about the tools and processes you provide them to do their jobs. Your employees are critical to your business, and their productivity is key.

You have plenty of metrics to measure the service and support your organisation provides. SLA’s, charts, graphs, surveys…so how does The Watermelon fit in?

My colleague, JP Quesada, Offering Manager for Workplace Support Services, explains it’s that point where you realise all your metrics are green, humming along smoothly.  All outward measurable stats are green – but dig deeper, peel back the skin, talk to your workers, and you find things that are really RED. Users aren’t as happy as you thought. This infographic shows how some of our research identified areas where many typical organisations have misconceptions about the services they provide. Like The Watermelon.

Sooner or later, we all have to face The Watermelon effect: green on the outside/red on the inside. You ‘think’ you’re providing what they need, but they’re not happy.

So, with admonishment from senior management to make your workplace experience:

  1. Productive
  2. Competitive
  3. Great again
  4. The workplace of choice
  5. All the above

…and your budget being what it is, what do you do?

For starters, try to remember what type of support experience makes your employees happy – it’s the same thing that makes YOU happy. Personal service. An easy, convenient support experience that resolves whatever issue you have, quickly answers your questions, and gets you what you need instantly!  Right when and where you need it!

Plan the convenient service experience that meets their needs… everywhere

It’s time to consider new alternatives. The service experience happens at the first point of contact. Make it count! If your company has large office buildings, investigate new walk-in centers that let your employees get help immediately, at their convenience, from a real face-to-face communication. If you have smaller, satellite offices, rely on new technology to add a dedicated video support spot that brings the same, instant face-to-face communication from a remote agent. Kiosks, portals, and self-service support options are a great start, but it’s time to focus on cost effective human touches for a real game-changing support experience.

Learn about new, affordable ways you can bring true person-to-person and face-to-face service to your users, no matter the size or location of your offices. Download the Perception Gap white paper and better understand how you can slice into that watermelon. Check out this video, and see some innovative ways to bring the personalised service and support your employee’s want – no matter where they are or the device they use.

Contact us and let DXC Technology help you with more productive, cost effective support choices for your users.

Linda Laer

Author: Linda Laer

Linda L Laer, MBA and Global Product Marketing Manager for Employee Empowerment and Customer Experience services.  Linda’s career in technology services spans operations, account management, and product marketing. Linda has a Bachelor’s degree in Marketing from Arizona State University and an MBA.