PulsePlus for IT Service Desk
Improve CSAT scores, reduce burnout, and increase first-call resolution through gamified service excellence
The Service Desk Challenge
35-40% annual agent turnover and stagnant CSAT scores plague IT service desks. Repetitive work, constant pressure, and lack of recognition create disengaged agents who deliver transactional service.
Common Pain Points
❌ Agent Burnout & Turnover - Repetitive tickets and no recognition lead to 35-40% annual turnover ❌ Long Resolution Times - Agents lack motivation to work efficiently; SLA breaches increase ❌ Poor CSAT Scores - Disengaged agents rush through tickets with impersonal service ❌ Knowledge Gaps - No incentive to document solutions; tribal knowledge stays siloed
Cost: Agent replacement costs $15k-$25k each. Low CSAT damages brand and increases escalations.
The PulsePlus Solution
PulsePlus transforms service desk operations by gamifying quality, speed, and knowledge sharing—turning thankless work into a rewarding, engaging experience.
How It Works
1. Reward Quality Over Speed
- XP for high CSAT ratings, first-call resolution, zero reopens (not just volume)
- Agents see that quality matters more than rushing through tickets
- Aligns individual behavior with customer satisfaction goals
2. Make Progress Visible
- Real-time leaderboards show top performers by CSAT, tickets resolved, knowledge contributions
- Shift-based, team-based, and individual rankings
- Recognition that service desk agents rarely receive
3. Incentivize Knowledge Sharing
- Achievements for creating knowledge base articles, updating documentation, mentoring
- Transform knowledge hoarding into team-wide capability building
- Reduce repeat tickets and accelerate team expertise
4. Reduce Burnout with Daily Wins
- Daily objectives, achievement unlocks, level-ups provide constant positive reinforcement
- Tangible progress combats repetitive, thankless nature of help desk work
- Gamification makes difficult work feel like achievement
Key Features for Service Desks
✅ Ticket Performance Tracking - Auto-import from ServiceNow, Jira, Zendesk, Freshservice ✅ Service Excellence Achievements - Customer Champion, First-Call Hero, Knowledge Master, Speed Demon ✅ Real-Time Leaderboards - Shift-based, team-based, location-based rankings ✅ Team Challenges - Shift vs. shift competitions, location-based challenges ✅ Training & Certification Quests - Onboarding paths and skill development ✅ Knowledge Management Incentives - Reward article creation, peer help, documentation
Proven Results
📈 226% Increase in Training Completions (IBM Research) 📈 89% Workplace Happiness Improvement (Industry Research) 📈 12% Reduction in Absenteeism (Microsoft Research) 📈 15-25% CSAT Score Improvement (Service Desk Gamification Studies)
Use Cases
Corporate IT Help Desk
Improve employee satisfaction with faster resolution, better communication, and proactive support.
Customer Support Centers
Boost external customer CSAT with quality-focused recognition and team collaboration.
Managed Service Providers (MSPs)
Scale gamification across multiple client service desks with custom objectives per contract.
Technical Support Teams
Reduce escalations by rewarding first-call resolution and knowledge base contributions.
ROI Example
Scenario: 100 service desk agents, $50k average salary, 40% turnover
Without PulsePlus:
- 40% annual turnover = $800k-$1.2M replacement cost
- 75% CSAT score
- 60% first-call resolution
- High ticket backlog and SLA breaches
With PulsePlus:
- 25% annual turnover = $500k-$750k replacement cost (save $300k-$450k)
- 88% CSAT score (+13 points)
- 75% first-call resolution (+15 points)
- Reduced backlog, fewer escalations
- ROI: 4-6x first-year investment
Why PulsePlus for Service Desks?
Privacy-First - No agent surveillance or data selling ITSM Integration - ServiceNow, Jira Service Management, Zendesk, Freshservice, SolarWinds Quality-Focused - Balances volume metrics with quality to prevent ticket rushing Shift-Friendly - 24/7 leaderboards with daily resets so all shifts can win Proven - Research-backed, not theory
Next Steps
Ready to transform your service desk?
- 30-minute demo showing CSAT tracking, leaderboards, and knowledge incentives
- Custom ROI projection based on your agent count, turnover, and CSAT goals
- 60-day pilot with one shift or team to prove 15%+ CSAT improvement
- Full rollout across all shifts, locations, and support tiers
Contact: sales@happy-tech.biz | 571-535-4411 | https://pulseplus.dev
"Our CSAT went from 72% to 86% in 5 months with PulsePlus. Agent turnover dropped from 42% to 28%. The gamification completely changed our culture—agents actually compete to help customers better."- Director of IT Service Desk, Healthcare Company