Thursday 13 July 2017
The corporate IT support landscape is rapidly changing, with employees – buoyed by their personal-life, consumer-world experiences – increasingly expecting more from their IT departments and service desks. But it’s not just a demand-side change, the supply-side is changing too, in line with these increased employee expectations, to offer omnichannel access and a better employee, or customer, experience.
Part of the required change is a mindset shift, understanding that employees now expect their often-superior consumer-world service and support experiences in the workplace – think of it as the “consumerisation of service” rather than the device-focused “consumerisation of IT”. Ultimately, consumerisation has raised employee expectations of corporate service providers (such as IT) across the board.
Then there’s the internal adoption of consumer-world support technologies – not only is it “a good thing to do”, it’s also the only way of service desks replicating the superior service and support experiences that employees receive outside of work.
Join us for this webinar to understand how:
1. Self-service offers a wealth of benefits to employees and the IT department, plus how to reap them through high levels of employee adoption
2. Chat has become very popular in the consumer world and that it’s now time to replicate its success internally
3. Knowledge management, if done right, plays a key role in both increasing the “stickiness” of self-service and the overall efficiency of service desk operations
4. Machine learning is transforming external support, and customer experience, with an internal support transformation soon to follow
5. Chatbots, like self-help, can be used to benefit both employees and the IT department – that they are the scalable support capability that never sleeps or takes vacations
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