We Hear for You - The Future of Help Desks in 2021

Presented by

Jo Lynn Clemens, Sarah Copeland, Ashish Santha Kumar, Peter Nassos, CPA, CPCU, CISSP, Head of Security, I've Been Vetted

About this talk

The help desk has become increasingly important to not only determine problems that might arise within an application but also to determine a customer's level of satisfaction with the application and preferred features and recommendations. As such, the help desk has morphed to include functions that were traditionally outside of the Help Desk role. Such services include Customer Service, Sales, and Marketing. As more and more companies become aware of the wealth of information available throughout the Customer Journey, we will find more valuable data to improve the efficiency, satisfaction, and effectiveness of solving our customer's pain points both today and tomorrow. Why? Because "We Hear for You." In this presentation you will learn; 1. Emerging communication channels that meet the customer where they are 2. Improvements in ensuring agents are more skilled at addressing customer problems 3. The importance of analytics in honing the customer journey through real-time insights that enable companies to "hear" their concerns 4. How automation can be used to improve efficiency

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