BDO USA's help desk was a dead-end job where employees spent nearly all their time answering calls and emails, without a clear career path or challenge. The accounting and consulting company has helped employees change that environment. Help desk staff now take turns creating the group's support schedule, attend 1.5 hours of tech training a week, and work with mentors. They're expected to create wiki content on tech topics, and high performers are coached in leadership skills. They now spend only 60% of their time on the phone, relying more on instant messaging and SharePoint.
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