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74%

 
of organisations
 make a knowledge base
available to end users 



Source - HDI Report


About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

HDI - 4 Building Blocks for Modernising the Service Desk

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and augment the efforts of the service desk to drive a significant ROI for the organization. With the right tools in place, the service desk can provide customers and employees with the rapid and personalized service they have come to expect as consumers, elevate the user experience, and reduce the time people spend trying to get answers or resolve issues.

This webinar will explain and explore the 4 pillars required to build the modern service desk:

1. Knowledge Management – Provide better user-facing, logic-based knowledge to make it easier for employees and customers to find the answers they need through effective self-help

2. Omnichannel Self-Service – Deliver users the knowledge they need, when and where they need it

3. Intelligent Automation – Leverage automation that works for you and drives process efficiencies

4. AI Augmentation – Leverage AI to enhance the digital experience for IT staff, employees, and customers to increase productivity.

 

 

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to view this webinar. Fortunately, BrightTalk account registration is free.


 

 

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