Tactics to Empower Service Desk Agents and Employees in 2021

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Presented by

Bob Rizzo, Product Marketing Director, EasyVista

About this talk

During the coronavirus pandemic, businesses quickly saw the value in the IT service desk and ITSM software and teams. In many cases, the IT service desk was responsible for helping organizations quickly pivot to remote work, often left to contend with high ticket volume while experiencing challenges in their own work style and balance. Despite the challenges, service desk teams across the world have shown incredible resilience and have proven, in many cases, to be the backbone of the business. As 2020 comes to a close and we reflect on trends and look to the future, it is clear that in 2021 the service desk will continue to play an important role. It is more important now than ever to align with business goals and focus on tactics that truly empower employees – both on the user/operator side and the end-user side, including service desk employees and customers of the service desk. Join EasyVista’s Bob Rizzo for this webinar to learn key tactics to empower and enable employees to excel in 2021, including: • Techniques such as “swarming” to streamline ticket handling, and enhance collaboration • Leveraging AI technology and automation • Ways to improve the people-experience in the digital-first era

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EasyVista is a global software provider of intelligent service automation solutions for enterprise service management and self-help. Leveraging the power of service management, self-help, AI, and micro apps to create customer-focused service experiences, EasyVista has helped companies improve employee productivity, reduce operating costs, and increase customer satisfaction. Today, EasyVista helps over 1,500 enterprises around the world to accelerate change, empowering leaders to better serve their employees and customers across financial services, healthcare, education, manufacturing and other industries.