In 2022, enabled by new technologies and driven by customer and employee expectations, organizations are looking to deploy and improve the platforms, tools, and processes that empower the modern tech support workforce to deliver world-class service.
How and where tech support teams interact with internal and external customers and end users is constantly evolving – and creating new challenges – as organizations navigate a new normal. Customers/end users demand flexible access options and expect seamless, effective, and personalized interactions every time they contact your team. To meet those expectations, organizations are investing in hiring, training, and engaging tech support employees— and giving them the tools they need to deliver personalized support and solutions.
Before they can know where to invest, however, IT leaders must understand what support techs experience every day. Traditional infrastructure and application monitoring are no longer enough. IT teams need visibility into how support techs interact with every application, delivery platform, or service - whether they are working from home, onsite at the local office, at customer/end user locations, or move regularly in between.
In this panel discussion, industry thought leaders will discuss the current state of the tech support employee experience. They’ll explore evolving customer and end user expectations, how and where customers/end users interact (and would prefer to interact) with tech support teams and automated systems, and how tech support managers and IT leadership must adapt workforce management, technology, and operational strategies in response.