Unified ITSM is Key to Omnichannel and AITSM
by Markos Symeonides on 07-Sep-2020 14:00:00
Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer experience with omnichannel ITSM, you'll need a connected dataset that spans your whole environm …
How to Make Omnichannel ITSM Work
by Markos Symeonides on 02-Sep-2020 16:17:03
If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part of our Omnichannel ITSM series. 🕙 3m
How Omnichannel ITSM Improves Quality, Speed, and Cost
by Markos Symeonides on 31-Aug-2020 13:15:00
Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 3m
Multichannel vs Omnichannel Support: What's the Difference?
by Markos Symeonides on 19-Aug-2020 16:15:00
What's the difference between an omnichannel service desk and a multichannel service desk? "Omnichannel" and "multichannel" are often used interchangeably. But there is a difference. Part of our Omnichannel ITSM series. 🕙 4m read
Omnichannel Service Desk Strategy: 3 Things You Need to Know
by Markos Symeonides on 21-Jul-2020 14:19:00
Part of our Omnichannel ITSM series. Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need to establish, and how these processes will flow as value chains acro …
Multichannel / Omnichannel Service Desk Adoption
by Markos Symeonides on 20-Jul-2020 15:50:00
In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find out if IT customers used one primary channel, a small number of channels, or had a …
