In 2020, we published our predictions about what CIOs can expect from their service desks over the next five years. We predicted that service desk contact numbers would continue to decrease, and we’d see a gradual drop in first-level resolution (FLR), along with a steady rise in customer satisfaction. Our predictions came true. What’s driving the change? Automation opportunities at the Service Desk.
We teamed up with our partner, Uipath, to spark up some conversation on 2 LinkedIn Events. Get caught up on what we talked about below.
Faster resolution. Reduced ticket cost. Happier customers. Focus on higher-value activities.
Are you missing the low hanging fruit that will have immediate impact on your productivity levels? Watch this video to learn:
The impact of automation on client satisfaction and the overall customer experience
Bots. Self-service. Fast answers. Client satisfaction. With the big shift toward automation and more complex tasks handled by the first level, it’s time to rethink relying on metrics like FLR, response time, and abandonment rates when evaluating the Service Desk. Watch this video to learn:
Reach out to us to activate automation that reduces number of tickets and enhances the customer experience.