16 May Intelligent Service Desk Tools Need Intelligent Agents
In addition, features like AI-powered emotion display and automated knowledge recommendation provide the foundation for agents to give the most complete answers and information as well as to turn around calls that could end poorly.
Technology can only do so much. The human element is still key to interpreting and acting on the information, sentiment analysis and recommended next best actions that automation and AI platforms can provide to the help desk.
To create a personalized experience that thoroughly meets the expectations of the customer, high-performing agents must be in place to utilize these tools.
Industry-standard process alignment, certifications and best practices are central to creating the expertise that is demanded from any service desk today.
As part of Onshore Outsourcing’s continuous workforce upskilling initiative, paths have been created for service desk employees to achieve certifications including:
These certifications align with ITIL and HDI Support Center Standards and expand customer service skills, enhance leadership abilities and provide troubleshooting expertise to meet ever-evolving customer demands.
With these certifications plus intelligent technology platforms, agents have the tools and training needed to create a high-performing service desk.
In addition, Onshore Outsourcing’s Centers of Excellence identify areas of excellence and continuous education within our company and its employees. The Service Desk CoE supports and enhances the daily operations of a service desk and its agents while aligning with ITIL and HDI Support Center Standards: