Session Code: BRE0626
Presenter(s): Eddy, Michael, Alex, Winnie
Company(s): ServiceNow, MGM China, MGM China, MGM China
Abstract:
This session addresses the challenge of IT desks that are struggling with too much work, a high volume of calls, not enough resources and the pressure on agents to provide quality support to end users and customers. With a 24/7 Self-Service Portal that includes VIrtual Agent and Live Chat, end users and customers can now find answers and make requests on their own. Transform the experience when call volume is reduced and IT is no longer bogged down with the same repetitive issues, reducing their workloads and aligning them with the most important work.
