Still running on hold music and manual tickets?
It’s time to replace phone queues with bots, AI, and self-heal.
Want to modernize your service desk?
Let’s talk: https://hexadvisory.com/contact/#mail
topics
- Advisory Market Lens
- Benchmarking
- BOT
- Case Study
- COLA
- Contract HealthCheck
- Cost & Run Optimization
- CSR
- Digital Workplace Services
- Field Services
- GCC
- GenAI
- Governance
- Healthcare
- HEX Index
- HRO
- L&D Advisory
- Managed Services
- Network
- Outcome based Pricing
- Outsourcing
- Perspectives
- Pricing Models
- Procurement
- Security
- Service Desk
- Service Levels
- WAN
Is Your Service Desk Falling Behind?
Identify the signs of inefficiency before they impact your operations.
Are you experiencing these challenges?
We can help:
https://hexadvisory.com/contact/#mail
Here is a sneak peak into our client’s Service Desk transformation journey balancing resiliency and innovation, leveraging a Lift-Shift-Transform approach with phased progression from Transition in 0-4 months, pure Lift and Shift in 4-16 months, to full Transformation beyond 16 months.
Explore how we can help drive this transformation for your enterprise:
https://hexadvisory.com/contact/#mail
Typically, first gen outsourcing deals / legacy environments have calls and emails as predominant contact channel and proportion of calls and emails could potentially exceed 80-90% of the contacts. However, as service providers rationalize the workflow and implement chat bot and other tools, proportion of calls and emails gets reduced in favour of other channels e.g., chat and web with lower cost to serve. In an end state, service providers may have 60-75% of contact volume by web and chat and remaining 25%-40% by phone calls and emails.
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Categories
- Advisory Market Lens
- Benchmarking
- BOT
- Case Study
- COLA
- Contract HealthCheck
- Cost & Run Optimization
- CSR
- Digital Workplace Services
- Field Services
- GCC
- GenAI
- Governance
- Healthcare
- HEX Index
- HRO
- L&D Advisory
- Managed Services
- Network
- Outcome based Pricing
- Outsourcing
- Perspectives
- Pricing Models
- Procurement
- Security
- Service Desk
- Service Levels
- WAN
Still running on hold music and manual tickets?
It’s time to replace phone queues with bots, AI, and self-heal.
Want to modernize your service desk?
Let’s talk: https://hexadvisory.com/contact/#mail
Is Your Service Desk Falling Behind?
Identify the signs of inefficiency before they impact your operations.
Are you experiencing these challenges?
We can help:
https://hexadvisory.com/contact/#mail
Here is a sneak peak into our client’s Service Desk transformation journey balancing resiliency and innovation, leveraging a Lift-Shift-Transform approach with phased progression from Transition in 0-4 months, pure Lift and Shift in 4-16 months, to full Transformation beyond 16 months.
Explore how we can help drive this transformation for your enterprise:
https://hexadvisory.com/contact/#mail
Typically, first gen outsourcing deals / legacy environments have calls and emails as predominant contact channel and proportion of calls and emails could potentially exceed 80-90% of the contacts. However, as service providers rationalize the workflow and implement chat bot and other tools, proportion of calls and emails gets reduced in favour of other channels e.g., chat and web with lower cost to serve. In an end state, service providers may have 60-75% of contact volume by web and chat and remaining 25%-40% by phone calls and emails.