We're happy to bring you our latest e-book on help desk practices that hurt customer experience.
Often, help desk implement new initiatives with the objective of reducing workload and speeding up processes. However, not all of these initiatives deliver intended results. Some initiatives such as positioning chat bots as the first line of support for all types of requests, or over emphasizing self-service, might end up hurting your customer experience. This e-book outlines the many ways analytics can help you cross-check the success of such initiatives.