Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver….
Read MoreHow to Launch a Service Desk Chatbot
Multichannel vs Omnichannel Support: What’s the Difference?
What’s the difference between an omnichannel service desk and a multichannel service desk? “Omnichannel” and “multichannel” are often used interchangeably. But…
Read MoreWhy You Need an Omnichannel Service Desk
IT customers’ expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service…
Read MoreThe Key to Self-Service Support Adoption
Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack…
Read MoreService Desk Challenge: Increase IT Customer Satisfaction
This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service…
Read MoreService Desk Challenges: Reduce Call Volumes
This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge A…
Read MoreService Desk Challenges: Find, Keep, and Motivate Your Staff
This is article number 1 in a series of 8. The Challenge The quality of your IT customer experience mainly relies on the calibre…
Read More6 Ways Automation and AI are Transforming Service Desks
Home Working: 5 Challenges your Service Desk is Facing…and How You Can Solve Them
Why Covid-19 is a “perfect storm” for the service desk
With many employees working at home for the first time, service desks are under pressure to handle an unprecedented spike in…
Read MoreWhy Agent Engagement Hinges on Tool Effectiveness
If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…
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