Axios Blog / Omnichannel (2)

by Markos Symeonides, on 19-Aug-2020 16:15:00

What's the difference between an omnichannel service desk and a multichannel service desk? "Omnichannel" and "multichannel" are often used interchangeably. But there is a difference. Part of our Omnichannel ITSM series. 🕙 4m …

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Topics:Service DeskCustomer Satisfactionit customer experienceOmnichannelMultichannel

by Markos Symeonides, on 21-Jul-2020 14:19:00

Part of our Omnichannel ITSM series. Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, …

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Topics:Service DeskITIL 4OmnichannelMultichannelAdoption

by Markos Symeonides, on 20-Jul-2020 15:50:00

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find …

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Topics:Service DeskOmnichannelMultichannelAdoption

by Markos Symeonides, on 15-Jul-2020 14:00:00

IT customers' expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service suppliers and government organizations so that they can choose the …

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Topics:Self-ServiceChallengesService DeskCustomer Satisfactionit customer experienceOmnichannel

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