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Throughout the past year, organisations across all sectors have been forced to adapt to lockdown requirements, with omnichannel communications replacing many familiar methods of face-to-face contact. In light of this shift, the familiar service desk's role has broadened, acting as many customers' and end users' primary means of contact with their service providers.
In this way, organisations have been able to maintain 'business as usual' as much as possible, without compromising service quality, but this has also significantly increased the demands placed on internal teams, who are forced to balance their responsibilities to their customers and end users with the challenges of maintaining the corporate IT infrastructure.
The challenges are many and varied, but as organisations and their technology partners consider them, numerous opportunities to enhance internal efficiencies, service quality and cost control are sure to reveal themselves. At Exponential-e, we have seen this repeatedly throughout 2020 and in the early days of 2021, with the managed service desk we provide for many of our channel partners proving to be an essential part of their overall business continuity and customer contact strategies.
Based on these experiences, we expect organisations across all sectors to begin developing their service desk systems and processes, working with trusted technology partners to put the following improvements into practice:
The partnership between our own team and the Exponential-e service desk is about far more than just resolving problems when they occur. It's about providing our teams with the freedom to focus on our customers and drive new innovations across our entire ecosystem.
Dean Burgin
Managing Director, Boxx Communications Ltd
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