Issue Tracking Systems and Other Software to Increase Workplace Productivity and Efficiency

Written by Wall Street News on August 23, 2017. Posted in Cms ticketing system, Issue tracking system, Project planning tools and techniques

Helpdesk ticketing system software

Are you experiencing efficiency or motivation issues with your employees? Or, perhaps you need to constantly deal with difficult employees or workplace conflicts. As you know, this can make a negative impact on your company culture, overall business success, and customer experience.

How Engaged Are Your Employees?

Gallup conducted a survey in 2013 that revealed 70% of employees in the United States are either “disengaged” or “actively disengaged” while at work. Needless to say, these are disturbing results because they indicate a lack of productivity which is often in direct proportion to a lack of, or reduction in, business.

Do Your Employees Create Conflicts?

Employee relationships also cause difficulties within organizations and other business ventures. It has been determined that between 60% and 80% of these difficulties are a direct result of this. On average, workplace managers will spend 25% to 40% of their time at work handling these conflicts. When employees need to be laid-off or fired, substantial costs are involved. For instance, when an employee’s annual salary is less than $50,000.00,the average cost to replace them can be 20% of their salary.

Are Your Employees Handling Company Emails Efficiently?

Many employees delay or otherwise ignore responding to emails. a study was conducted in 2010, for example, that reflected on whether or not a company was credible or had responsive employees. This applies to those employees that took 2 weeks to respond to emails or didn’t respond at all.

More recently in 2015, data shows that over 205 million emails were sent and received. This number was expected to increase by 3% for the 4 years following. Every day, there were an estimated 122 business-related emails sent and received during that year as well. In the United States, it’s been found that 28% of the work week can often be spent with composing, sending, receiving, and reading emails. While it does depend on the nature of the business, efficiency may be a serious issue.

How Often Do Your Employees Place Customers On-Hold?

Another issue that can affect the customer experience, workplace productivity, and overall business operations is putting people on-hold. On an annual basis, people in the United States spend around 900 million hours on-hold when they contact a business. This amounts to Americans spending 43 full days on-hold over the course of their lifetime.

While some businesses may be able to respond to calls more efficiently in the morning between the hours of 9:00 a.m. and 11:00 a.m., others may be able to triple their response times in the afternoon. This includes answering the phone as well as returning calls left on message services.

Issue Tracking Systems and Other Proactive Solutions

In order to address these and other situations, there are several viable solutions. When a company has top project management software and help desk ticketing system software, for example, it can assist with tracking productivity and efficiency.

When customers call in with a complaint, having an issue tracking system can also make a significant difference with providing a positive customer experience. An issue tracking system can also be beneficial when customers have questions or need some type of assistance from the customer helpdesk.

When employees are actively engaged, it can make a significant difference with the customer service experience. A recent survey showed that 72% of actively-engaged employees believe they have a positive impact at their companies. While each of your employees may have unique qualities and skill sets, having the right top of software for them to perform their jobs can make a difference in whether or not they are fully-engaged at work. Find more. Read more here.

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