NHS Forth Valley’s Digital and eHealth teams recently celebrated achieving Service Desk Certification at a proactive 2 star level, thanks to many months of hard work and commitment at a time when the whole NHS was under enormous strain from the COVID-19 pandemic. Kevin Edwards, Digital & eHealth Programme Delivery Manager at NHS Forth Valley
By Aprill Allen, Founder and Managing Director, Knowledge Bird It is surprisingly common for small teams to use a customer service platform and have no idea that there is a knowledge base attached. I see this with several of the customers that I work with – business owners and customer service team leaders get into
SDI recently partnered with Freshworks to research what service management professionals are planning, anticipating and focusing on, to uncover what some of the key themes will be for our industry in 2021 and beyond. You can download the full report here, or take a look at some of the key take-aways in our handy infographic
“The pride and satisfaction within the team at seeing how highly we are valued and respected by the business was a great by-product of this process.” Andrew Gant, Service Desk Team Leader Discover how Runshaw College IT Service team benefited from the certification process We recently spoke to Runshaw College about their experience of
The new KPIs for AI/Chatbot powered Service Desk by Manish Sharma, Co-Founder at Rezolve.ai Service Desks have begun their journey towards an AI/Chatbot driven evolution. The allure of providing frictionless and quick service along with the promise of automation is attracting many Service Desk managers to look closely at this new emerging Service delivery model.