Name: How to : Improve Agent Productivity & Efficiency
Start: 2021-06-17T16:00:00Z
End: 2021-06-17T16:00:19.000Z
Location: BrightTALK
Rating: 0

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user by providing cloud-based tools for customer relationship management (CRM) and IT service management (ITSM)

Business in 2024 calls for a shift in the ITSM landscape, with the mainstream role of Artificial Intelligence (AI) in transforming workplaces. AI and its cutting-edge fact, generative AI bring to the forefront the importance of enhancing employee experiences, and ways to achieve it. It is also important for IT leaders to choose the right AI tools to avoid unnecessary tech spends while balancing organizational efficiency and productivity.

Join us for an in-depth discussion on the promise AI holds in ITSM, especially in transforming employee experiences, its challenges and how Freshworks is at the forefront of this AI revolution.

Here’s what you can expect to learn::

● The power of AI in enhancing employee experiences
● Facets of AI, with a special focus on generative AI
● Challenges in implementing generative AI
● Freshworks at the forefront of the AI revolution and its role in enhancing employee experiences through Freshservice and Freddy AI
● Best practices in implementing generative AI

Leveraging AI in the evolving and transformative ITSM landscape

Change in the way we work and the increasing velocity of operations combines with the availability of artificial intelligence to create new opportunities for operational efficiency and service delivery. Organizations who embrace these changes have better outcomes. Freshworks Freshservice is a new, validated approach to enhancing service delivery.

Leveraging AI and Automation for measurably better service delivery

In today's data-driven business landscape, organizations must harness the power of data to make informed decisions and drive growth. Dashboarding and reporting tools play a pivotal role in transforming raw data into actionable insights. When it comes to IT service management, automating data collection to provide real-time insights into critical ITSM metrics, service performance, and customer satisfaction is key to achieving business goals.

Join our expert Dennis Wahome from Freshworks Inc. to discover how to elevate your ITSM practices with the power of Freshservice analytics and the effective utilization of dashboarding and reporting tools.

Key takeaways from the session:

1. Learn best practices for creating visually compelling dashboards that provide real-time insights
2. Understand how you can leverage Freshservice analytics to gain deep visibility into your service desk operations
3. Gain a holistic understanding of integrating data from various ITSM sources to drive informed decision-making

Data-Driven Success: Unlocking Data Insights for Effective Decision-Making

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources.
Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

Key takeaways:
1) How to enhance the vital components of your service delivery lifecycle with the extensive range of capabilities available on Freshservice
2) The importance of 24x7 customer support via. the Freshservice Assistive AI
3) Freshservice has an intuitive workflow design and ITOM capabilities to enable the intelligent automation of your business needs

How to deliver more value with Freshservice in 2023 | Glen Dimplex Case Study

IT leaders are placing significant emphasis on digital transformation to overcome economic downturns and recessionary challenges. This is accompanied by the increasing demand from end-users for consumer-grade experiences in terms of quicker responses and services delivered through modern technology channels - anywhere, anytime. How do IT leaders effectively prioritize digital transformation and protect the organization from the fluctuations of the global market while achieving fast time-to-value? With a right-sized IT service management (ITSM) solution powered by intelligent technology such as AI and ML, businesses can ensure success and maximize their return on investment.

Key takeaways from the session:

● Three challenges of the future that AI and Automation can solve
● Supercharging your ITSM platform with intelligent tools
● Delivering consistent, measurable value using AI and automation technologies

Improve business outcomes with intelligent automation and AITSM

Organizations drive digital transformation by focusing on elevating employee experience and scaling services across the enterprise efficiently. At the same time, they want to lower their TCO, deliver value and deliver it fast. Can organizations achieve fast time-to-value with the challenges they face today?

Join Jayraj Ravichandran, Principal - Solution Engineering at Freshworks Inc, as he speaks about the ways in which businesses can deliver value from service management solutions. 

Key takeaways from this webinar include: 

1. Focus areas for ITSM
2. Delivering modern employee experiences through intelligent tools 
3. Managing control and visibility over SaaS portfolios
4. Automating service delivery to scale services efficiently

How a right sized ITSM tool can accelerate time-to-value - Product Walkthrough

The IMF projects that world economic growth will slow to 3.2% this year, down from 6.1% in 2021. So while we are tightening our budgets in our personal lives, we can expect the same for our work lives, with businesses finding ways to spend less. For IT, it means doing more with less and stopping or significantly slowing discretionary spending.

 

Calculating ITSM ROI is key for enterprises looking to deliver rapid time to value for their investments in a modern service management solution. But how can they achieve faster time-to-value with all the challenges that business faces today?

 

This webinar discusses the following: 

 

·  Focus areas for ITSM  in 2023

·  What’s driving technology spending this year?

·  5 points to remember for tech spends

·  How to deliver rapid time-to-value with the right-sized ITSM

ITSM 2023: Lower Costs without sacrificing value - Element Biosciences Casestudy

With the global economic downturn, there is pressure on CIOs to
drive digital transformation, adopt intelligence tools, and deliver
with fewer resources. To reach the highest standards of
excellence for IT services, IT leaders need to make the
improvements necessary to reach those standards. Implementing
tools and technologies that allow rapid deployment of process
changes are important for IT and the business to realize value
faster. 
Join Subhashree Veeraraghavan as she speaks about how
benchmarking helps organizations prioritize and allocate
resources strategically and the need for solutions to be fast, easy,
affordable, and powerful. 
Key takeaways from this session include: 

 How benchmarking improves processes, products, and
services 
 Measuring and tracking the seven (7) KPIs of service
management 
 What levers to pull to enhance employee experience and
improve agent productivity
 How a Freshworks customer achieved fast time-to-value
with their ITSM solution

Benchmarking: The path to service excellence and service desk efficiency

Macroeconomic conditions and the induced change in customer behaviour make 2023 (yet another) a challenging year for businesses. However, this is also the time for customer service teams to embrace operational efficiency to drive sustainable business growth. This is the year when leaders can prove customer service and customer support are no longer cost centres but mission-critical profit centres—if their organization hasn’t viewed them as one yet.

To navigate the prevailing market turbulence, the customer service teams must rethink their investment strategy and optimize for efficiency, by making innovative use of AI and other emerging technologies.

Join this panel discussion as we uncover the key CX priorities for 2023 and learn how businesses should respond to these changes and retain customers.

In this session, you'll learn:

1. 5 areas business leaders must prioritize for customer service success in 2023
2. "Start, Stop, and Continue" for customer service investments
3. Actionable strategies from top brands leveraging Freshdesk

CX in 2023: 5 Key Priorities for Scaling Support Without Breaking the Bank

"Unhappy end-users and overworked ITOps agents?

The frantic pace of digital transformation has forced ITOps to wade through oceans of alerts and incidents 24*7. Correlating all this data with end-user experience is complicated and time-consuming. Discover how ITOps can gain clarity on what issues to act on using Service Health Monitoring. "

How Service Oriented Operations can help you do more with less - Freshservice

IT and technology are expected to deliver more with less in today's fast-paced world.

Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

Key takeaways:

1) How to enhance the vital components of your service delivery lifecycle with the extensive range of capabilities available on Freshservice
2) The importance of 24x7 customer support via. The Freshservice Assistive AI
3) Freshservice has an intuitive workflow design and ITOM capabilities to enable the intelligent automation of your business needs

How Glen Dimplex delivered more value through their ITSM

Modern higher education institutions have different departments, student groups, institutes, and alumni bodies. And operational activities span hundreds of applications and legacy systems.

The biggest challenge for University CIOs and technology executives is to support diverse needs and find new ways to create value for these different groups. To offset these challenges, it is crucial to modernize the campus IT, which will elevate the student, faculty, and staff experience by bringing everyone on a single platform.

Join us for this webinar to unlock a new rulebook/playbook to improve service delivery and empower the internal team to achieve efficiency.
1. Learn how to create a "one-stop shop" for students, faculty, and staff members to streamline campus-wide service management.
2. Explore how a "future-back" approach with Freshservice for universities can put them on a growth trajectory for the next decade.

One-Stop-Shop Experience for Campus Services | University of Aberdeen Case Study

Besieged by bloatware and siloed IT Teams?

Tool sprawl is expensive and complex. Discover how Freshservice tackles bloatware by offering service-oriented operations on a unified platform. 

From new OOTB monitoring tool integrations and greater versatility in email as a channel for alerts, to service health monitoring, and MS Teams in On-Call management, there's plenty to unpack!

Tackle bloatware with Service-Oriented Unified IT Operations - Freshservice

Are major incidents undermining your brand and revenue?

Get a one-up on major incidents with Freshservice Major Incident Management. Strategically plan and accelerate incident resolution at every step to minimize the impact of service disruption. Discover the ease and simplicity of collaboration, analysis, remediation, & root cause analysis on a unified platform.

Get One-Up on Major Incidents with Freshservice Incident Management - Demo

Every customer wants a quick solution to their IT problems. Organisations are looking for different ways to improve the efficiency of their IT services and enhance their customer satisfaction. They aim to reduce their first response time to any ticket and decrease the ticket resolution time. Increasing agent productivity has become one of the topmost priorities for organisations today. 

Through our AI/ML-based features in Freshservice, we are empowering our customers to achieve this goal and to help them better serve their customers.

Join us in this interactive session to learn more about how Freshservice is helping customers boost their agent productivity and efficiency through features based on predictive intelligence.

How to : Improve Agent Productivity & Efficiency

Agent Efficiency

Agent Productivity

Artificial Intelligence

Chatbots

Employee Experience

ITSM

ITSM Strategy

Predictive Intelligence

Service Management

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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IT Project Management

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Sales Strategy

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Customer Experience

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Sales

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CFO Strategy

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CxO Strategy

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How to : Improve Agent Productivity & Efficiency

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