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5 Tips for Automation
Remember that automation is about better business outcomes not just adding technology. It’s no different to implementing any other technology&mda...
Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support:
If good Level 0 support keeps the simplest and most repetitive issues easily accessible ...
Today’s customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service tools in their personal lives as well as in the workplace. As...
With all the hoopla about chatbots and the introduction of artificial intelligence as a means of providing services to our customers, I wanted to understand what AI is all about an...
After discussing the possibility of having one point of contact in the enterprise whether you have a squeaky chair or a computer problem, or a question for HR, one attendee of a re...
Everyone is talking about automation, it seems. In fact, in a recent survey of their readers by ITSM.tools, automation was the Number 1 “hot topic,” beating out AI (Art...
The original “help desk” was usually one person whose job it was to take notes about computer issues from users or programmers (mainframe in those days) and pass the in...
We often make decisions backwards.
No good mechanic picks up a 9/16” socket and heads to the garage to find something to fix. Yet, that’s what we do in IT, time aft...
Are you thinking about maybe, possibly, probably using a chatbot in your service desk this year? That’s great! The bandwagon’s pretty crowded, but I’m sure there&...
Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.)
Technical support is not going away anytime soon. I’ve lost track of how...
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