DeepCoding

If you have millions of DATA points you simply can't connect the dots through people. Enter the Robots!

Life before Deepcoding be like:

Just because you’ve deployed a chat bot or some RPA doesn’t mean you’ve deployed AI. Chances are you’ve deployed a solution that is simply a reflection of your own knowledge. It can’t learn, can’t adapt and it can’t connect the dots.

Some people think that the future of IT Service Desk strategy is just about reducing ticketing volumes and CSAT improvement. We don’t disagree! But what about also bringing some innovation to focus on customer journeys through your business operations. Find out where your bottlenecks are, your sticky points and where your customers are most frustrated.

Are you taking advantage of intelligent technology solutions to delight your customers?
Check out 5 Key questions for digital technologies deployment on IT Service Desk

What customers really want from their MSP?

While most MSPs claim to have adopted some sort of AI tool, they are often confusing rules-based tools such as chat and voice bots without true AI powered by machine learning. In fact, very few MSPs have deployed a true AI tool.

A real AI tool will reduce ticket volumes, resolve problems more quickly, decrease total cost of ownership (TCO), improve the customer experience, and get smarter (become more effective) over time, all without human intervention.

“If you can’t measure it, you can’t manage it”.

What do you think?

How do you measure incident transitions between individuals and groups? How do you identify your Ping-Pongs and ticket hops? Join us for a personalised 1:1 session and learn how to reduce incidents transitions, ping-pongs and ticket hops 👉🏻

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One of the primary cause-and-effect relationships in the service desk is between agent job satisfaction and agent turnover: high job satisfaction is strongly correlated with low agent turnover rates and vice versa. The reasons for this are fairly obvious. When agents are satisfied with their work-life, they tend to stay put. When they are unhappy at work, they are more likely to leave. It is important to note, however, that turnover can be controlled by proactively managing agent job satisfaction.

Check out the following 3 key drivers of job satisfaction that will help you ensure high job satisfaction, and hence low agent turnover.

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