Everyone feels overworked in one way or the other. Even if you love what you do, things always seem to have a way of creeping up on you when you least expect it. It is the same in the world of help desk support, as an overworked internal help desk team can have a major impact on productivity and the quality of support given.
In addition, research shows that overworked help desk teams can suffer from something called "compassion fatigue", which can lead to customers being treated more like numbers and figures instead of actual people. This compassion fatigue may also cause your help desk team to suffer from things like disengagement, anxiety, and total burn out just to name a few. So making sure this compassion fatigue isn't seen and felt by your customers is imperative to the success of your organization.
Here are three ways an overworked internal help desk team can impact your customers: