The cloud has radically altered the business IT landscape, allowing organizations to develop more flexible, adaptable ways of working. But the reality is that not every workload belongs in the cloud and that not all clouds are the same.
Author: Your Tech HR
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The Freshservice Benchmark Report (FBR) 2023 considers seven (7) Key Performance Indicators (KPIs) that are widely used in the industry to measure the efficiency and effectiveness of an organization’s service delivery. With endless metrics available for leaders to track and measure, it is critical for service management leaders to know what to track, measure, and benchmark against.
Regardless of the metric, delivering an excellent customer experience is at the top of business leaders’ priority lists.
Design and construction firms are faced with a battle against eroding profit margins and challenged to find new ways to remain competitive while mitigating risk. But many AEC firms are facing critical data challenges including: multi-cloud sprawl, document sprawl, jobsite connectivity and uncontrolled sharing of files.
Organizations usually have a lot of operational tasks that need to be done on a day-to-day basis. Eliminating these mundane and routine tasks with workflow automation puts more time back in an agent’s day, provides relief from workloads, improves service desk efficiency, and streamlines operations. Automated workflow systems also help scale your business with better time management and focus on core business goals.
Deploying bots within collaborative messaging applications can enhance productivity to a large extent. These bots allow agents and end-users to carry out specific ticket-related tasks. It provides instant ticket updates, speeds up approval processes, and creates a collaborative experience for IT teams on chat platforms.
Employees today expect a consumer-grade experience from their IT teams and want to be engaged in their channels of choice. In this world of ‘anywhere operations’, employees will continue to use disparate channels such as email, phone, chat, etc. to reach their IT teams. Employees want a consistent service experience irrespective of the channel(s) they choose for engagement.
Implementing AI-powered virtual agent bots equipped with natural language understanding (NLU) helps provide relevant information to employees/end-users resulting in faster resolution of common queries/issues.
Digital transformation has witnessed unprecedented acceleration since the pandemic began. All businesses—regardless of company size, vertical market or geography—shifted to a digital-first model to adapt to a world where digital technologies are the only way to interact with customers.
With UCaaS platforms accelerating innovation and sharing in productivity resources like chat, voice, and video collaboration, it’s crucial for organizations to scrutinize how their UCaaS vendor-of-choice handles security, data privacy, and compliance to mitigate the rise of serious financial and brand threats.