Pre-Conference Workshops: Monday, 29 April 2019
Monday, April 29th, 2019
The State of the Service Desk Report 2017 by Fresh Service highlights that expanding resources on superfluous support tasks, which can be automated can increase efficiency by up to 25%. With that in mind, this workshop will explore how service desk tools can be utilised with automation increasing their value to the business. It will also analyse how large the automation framework should be built ensuring improvement of service desk performance without negatively impacting customer satisfaction.
- Discussing how internal service desk operations can be automated successfully as an initial approach to automation
- Exploring automation and where it can be implemented to achieve volume call reduction (in both existing and non-existing platforms)
- Discussing how far to automate: Challenges in automation and where you might cross the line resulting in disrupting customer satisfaction