Month: May 2020

Due to the impact of the COVID-19 pandemic, the investments that your organization makes in technology solutions (e.g. help desks, chatbots, RPA) must realize value sooner and more broadly than ever before. According to a recent Gartner press release, IT spend is expected to decrease by 8% in 2020, with priorities shifting to support operations…

Since the COVID-19 work from home mandates took effect in March, collaboration apps such as Slack and Microsoft Teams have become even more popular. Likely, if you used one of these apps before having to work from home, you’re using it even more now. Because of that, it might make sense to select a virtual assistant for employee self-help that…

If you’re a ServiceNow customer, chances are that you missed going to the annual Knowledge conference in Las Vegas last week because it was always a great place to network. As you know, due to COVID-19, they moved their event online throughout May. Stretching over an entire month makes it harder to navigate, but there…

It’s relatively easy to know what your help desk agents can’t live without. They need the tools—both software and hardware—to do their jobs. They also need training to ensure they are able to answer questions and resolve issues effectively. However, with an average attrition rate of 41% (according to HDI), it is very difficult to…