Trend Report - How AI Is Enabling Enterprise Service Management
Artificial intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems....
The State of the Service Desk
From the impact of automation to the rise of self-service, the service desk is changing as fast as customer expectations...
Going Ticketless: What Does It Really Mean for Service Desks?
There's a new term that's popped up and worth investigation: going ticketless. It begs for some investigation, a...
10 Tips for Automation and Reporting
5 Tips for Automation Remember that automation is about better business outcomes not just adding technology. It'...
Stop Asking When AI and Automation Are Coming—They Are Here
Here on SupportWorld in December of 2016, I wrote about what I called Level 0.5 support: If good Level 0 support keeps...
3 Technologies to Power a Successful IT Self-Service Experience
Today's customers are becoming more self-sufficient and tech-savvy, increasing the use and need for self-service too...
Metric of the Month: Introduction to Chat Metrics
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benc...

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