Empowering the Service Desk to do More with Incident Resolution and Automation
When it comes to Service Desk automation, commitment to the customer experience leads to a need for a cultural, functional, and technical shift. Why are customers and your staff still frustrated? Your Level 1’s are bored, your Level 2’s and 3’s are overwhelmed, and your customers aren’t having their needs met.
This on-demand webinar discusses how incident resolution empowers service desks to be more efficient while improving job satisfaction AND customer experience.
- Learn the key to empowering front line service desk agents to diagnose and resolve incidents without the need for escalation
- Understand how automation works in the Service Desk organization and the important role of human-guided automation
- Identify ways to save your organization time and money by reducing technician time per incident and customer call times