What is the Cloud Contact Center and how can it help eliminate one of the most annoying aspects of the service desk - having to repeat answers to the same questions as you transfer between channels or people during your support experience.
How does analytics improve your service desk experience? Danielle Reinhart, Director-Analytics Services at Unisys, explains how analytics engines such as the Triage Bot and Causation Correlation work behind the scenes to make your next call the help desk more.... helpful.
Mergers and acquisitions often bring competing technologies to the enterprise. How do you successfully select the right technology? Steve Palmucci, who has served as CIO at TiVo, CTO for Chubb Insurance and CIO for SunGuard, shares some insights.
By definition, Digital Workers are likely nowhere near a support center when things go wrong with their shiny new Digital Workplace. This means that we need to provide a variety of support channel and let the employee choose which makes the most sense based on where they are, when they are, and what device they are using at the time. We also need to make it easy for the employee to switch between channels without having to answer the same mind-numbing questions over and over again.
When you think about the “Digital Worker” in these terms, it is pretty easy to see what needs to be part of the “Digital Workplace”: cloud, mobile, analytics, AI, collaboration, etc. You might say this is the easy part. What is more difficult is making sure that each aspect of the digital workplace contributes in some way to the business.
Technology adoption is now frequently driven by the end user instead of IT. When consumers buy technology for their homes or for personal use, they soon expect to be able to use similar technology in the workplace—and IT needs to be ready. We saw this trend start with the iPhone, and we’ll see it continue as new technologies and devices emerge.
As we look in on a day in the life of João and his team of contractors, working on a DevOps project in Belo Horizonte, Brazil, we’ll learn how his company’s use of the Project Persona for its contract workers gives his team the exact technology and support they need to keep corporate intellectual property safe at the lowest cost.
As we look in on a day in the life of Rodney and his team, a group of employees working in one of the company’s 30 retail stores in Australia, we’ll learn how his company’s use of the Retail Persona gives them the exact technology and support they need to keep sales in his store humming.
As we look in on a day in the life of Keiko, a sales rep in Tokyo, we’ll learn how her company’s use of the Road Warrior Persona keeps her productive as she deals with technology issues away from the office.