Reducing Employee Dependence on Calling the IT Service Desk

IT service desks have been plagued with high call volumes for years. Research demonstrates that employees overwhelmingly choose phone as their top method for reaching out to IT, which is surprising considering their dissatisfaction with IT phone support. Yet in their consumer lives, most employees have left the idea of calling a phone number for help behind thanks to consumer apps that make it fast and easy to get help online.

How do you reduce employee dependence on the phone in their professional lives? One way is to deliver a consumer-like experience to employees with a virtual agent and to implement organizational change management (OCM) best practices that encourage them to adopt.

This white paper looks at how some organizations have managed to reduce or eliminate IT phone support successfully.

You will also learn:

• Why employees still call IT despite initiatives to reduce service desk call volumes
• How to bring automation to your ITSM with an AI-based virtual agent
• The importance of OCM and best practices for helping resistant employees adopt
• Blueprint and three case studies for reducing employee dependence on calling IT

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