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3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm

During the current pandemic, companies and organizations have been acting fast to get people working productively from home or other remote locations. The demands for speed and flexibility have put tremendous stress on service desks and technical support centers, which are also dealing with their own departure from familiar offices with ready-access to systems and each other. At the same time, contact volume has increased dramatically as those not normally equipped or trained to work from home are working with systems and tools that are new to them. To lessen the strain on support, organizations need to ramp up self-service and self-help tools as rapidly as possible, while still providing end users with accurate and useful information.

Organizations should consider 3 technologies to enable better self-service:

- Robust self-help to capture and deliver knowledge as well as provide solid metrics about its use
- Omnichannel support to provide knowledge to users wherever they are—in applications, websites, or messaging tools
- Chatbots and/or virtual agents that use Natural Language Processing (NLP) to keep knowledge contextual and provide guided support

According to HDI research, the 10% of organizations that saw a decrease in support contact volume named the top two factors driving the decrease as self-help and the knowledge base.
Recorded May 14 2020 58 mins
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Presented by
Roy Atkinson, Group Principal Analyst, HDI; Bob Rizzo, Product Marketing Director, EasyVista
Presentation preview: 3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm

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  • 3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm Recorded: May 14 2020 58 mins
    Roy Atkinson, Group Principal Analyst, HDI; Bob Rizzo, Product Marketing Director, EasyVista
    During the current pandemic, companies and organizations have been acting fast to get people working productively from home or other remote locations. The demands for speed and flexibility have put tremendous stress on service desks and technical support centers, which are also dealing with their own departure from familiar offices with ready-access to systems and each other. At the same time, contact volume has increased dramatically as those not normally equipped or trained to work from home are working with systems and tools that are new to them. To lessen the strain on support, organizations need to ramp up self-service and self-help tools as rapidly as possible, while still providing end users with accurate and useful information.

    Organizations should consider 3 technologies to enable better self-service:

    - Robust self-help to capture and deliver knowledge as well as provide solid metrics about its use
    - Omnichannel support to provide knowledge to users wherever they are—in applications, websites, or messaging tools
    - Chatbots and/or virtual agents that use Natural Language Processing (NLP) to keep knowledge contextual and provide guided support

    According to HDI research, the 10% of organizations that saw a decrease in support contact volume named the top two factors driving the decrease as self-help and the knowledge base.
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success Recorded: Apr 30 2020 59 mins
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista)
    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • 7 Tips for Getting Knowledge Management Right for Self-Service Recorded: Apr 28 2020 52 mins
    Stephen Mann, Principal Analyst and Content Director, ITSM.tools
    Nearly all organizations know the opportunities and benefits of effective knowledge management, yet many still struggle to achieve long-term ROI. Knowledge management initiatives can be difficult, and your organization may be facing numerous challenges when it comes to people, processes, technology, and the overall culture in your organization. To help you, EasyVista teamed up with ITSM industry leader and analyst, Stephen Mann, in a 45-minute webinar to show you how to effectively create the best possible knowledge management environment for self-service success.
  • Why Self-Service Success Starts with a New Approach to Knowledge Management Recorded: Apr 24 2020 30 mins
    Justin Roux
    Watch this 30-minute demo to learn how EasyVista Self Help can convert your existing user-facing knowledge into intelligent knowledge flows to guide employees and customers to the answers they need, make self-service available from anywhere employees work; any website, portal, application or messaging platform, and enable omni-channel support with virtual agents, chatbots and embedded widgets.
  • How to Ramp-up IT Support for Telework with Intelligent Knowledge Management Recorded: Mar 25 2020 45 mins
    Evan Carlson, EasyVista
    Currently, remote working has become more than a trend. In the past two weeks, companies around the world went from being in offices to working from home, putting increasing demands on IT support and service delivery more than ever. How can the service desk keep up? It’s time to focus on a new era of knowledge management strategies that leverage the power of virtual agents and AI to provide successful self-service and ensure the right answers are available for employees wherever and whenever they need it.

    In this webinar, you will learn:

    - What are the essentials for effective self-service

    - Why knowledge bytes are the answer, not articles

    - How to deliver omnichannel access to knowledge to support workers from anywhere

    - Real use cases in how intelligent knowledge management has transformed self-service for employees
  • 3 Disruptive Service Desk Trends in the Digital-First Era Recorded: Jul 17 2019 50 mins
    John Prestridge, CMO & SVP, EasyVista & Stephen Mann, Principle Analyst & Content Director, ITSM.tools
    The workforce is changing, and the expectations of experience and service are higher than ever for the service desk. At the same time, disruptive technologies are becoming available that enable service desk transformation to support the future of work. With the ever-growing amount of tickets coming to the service desk and the pressure to do more with less, service desk managers need to stay abreast of major trends that are impacting how they can deliver better service.

    In this webinar, we'll discuss 3 major service desk trends that every service desk manager needs to know:

    -Death of the self-service portal
    -Rise of AI-powered support
    -Revival of knowledge management

    This webinar will present industry metrics and strategic approaches for building a modern service desk that drives significant ROI for the organization.
  • Lower Service Desk Call Volume with Interactive Knowledge Experiences Recorded: Apr 18 2019 32 mins
    Joseph Hurley
    Watch this 30-min live demo showcasing EasyVista’s innovative Self Help solution where we’ll show how you can create an interactive knowledge experience that simplifies access to the answers users need to help solve their problems on their own, resulting in benefits for end users and IT technicians alike.
  • Leveraging Knowledge & AI to Optimize the New Employee Experience Recorded: Apr 16 2019 43 mins
    Justin Roux
    Is your onboarding process taking too long? Is it overly complicated and causing a surge in calls to the service desk? Most organizations have inefficient self-service and struggle to deliver the knowledge and answers their new employees seek. But it doesn’t have to be this way. Watch our recent webinar on optimizing employee onboarding, where we explore how to deliver guided self-service to help new employees find the right answers and resources they need to be productive, easily create knowledge flows that automate knowledge access, contextual interactions, and actions with other systems, integrate with ITSM to automate catalog requests and submit support requests, and leverage chatbots and AI to provide interactive access from anywhere.
  • Driving User Adoption with Purposeful Apps Recorded: Apr 1 2019 29 mins
    Phil Nettleton
    Watch this quick 30-minute demo showcasing how EasyVista Service Apps technology can create immersive user experiences for increased adoption and higher ROI. We’ll highlight how three different roles (Contract Managers, IT Technicians, and CIOs) can gain value from purposeful apps or portals that are catered to their role, using features like push-button operations to make service requests quick and fool-proof, responsive, mobile design that allows access to key information at any time, from any device, and custom transaction experiences based on role, location, permissions, and more
  • How ITSM Paves the Way for Digital Transformation Recorded: Mar 27 2019 55 mins
    John Prestridge, Senior Vice President & CMO, EasyVista
    Wondering how successful organizations take advantage of technology to transform their service? Watch EasyVista’s Senior Vice President, John Prestridge, and a top Research Analyst from global IT research firm, IDC, in this 50-minute webinar where you'll learn the IT imperatives of digital transformation, what the DX trailblazers do to successfully align IT and their business, how misaligned ITSM is impacting speed, efficiency, security and customer experience, and how to gain a better understanding of the technologies that can help transform service (i.e. knowledge, AI, chatbots, and self-help)

    Discover what your peers are doing and what actions you can take to bring IT closer to your business’ needs.
EasyVista US
EasyVista US

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  • Title: 3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm
  • Live at: May 14 2020 6:00 pm
  • Presented by: Roy Atkinson, Group Principal Analyst, HDI; Bob Rizzo, Product Marketing Director, EasyVista
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