Intelligent Service Desk Tools Need Intelligent Agents

As service desk automation augments agents, taking over repetitive jobs like ticket creation and call transcription, agents can focus on more complex tasks and creating a faster, better experience for customers.

In addition, features like AI-powered emotion display and automated knowledge recommendation provide the foundation for agents to give the most complete answers and information as well as to turn around calls that could end poorly.

Technology can only do so much. The human element is still key to interpreting and acting on the information, sentiment analysis and recommended next best actions that automation and AI platforms can provide to the help desk.

To create a personalized experience that thoroughly meets the expectations of the customer, high-performing agents must be in place to utilize these tools.

Industry-standard process alignment, certifications and best practices are central to creating the expertise that is demanded from any service desk today. 

The ITIL and HDI Support Center Standards are highly accepted and adopted support center industry best practices. According to a recent white paper, “ITIL provides the necessary core guidance for what constitutes a quality service desk. The HDI Support Center Standard references this core guidance, and provides guidance specific to support centers, across the service lifecycle to extend this specifically to the help/service desk, enabling what the HDI Support Center Standard calls the ‘high-performance support center.’”

 Elements of the ITIL and HDI Support Center Standards include:
• Leadership, Strategy and Policy
• Financial Management
• Security of Systems
• Change Management
• Service Asset and Configuration Management
• Knowledge Management
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Continual Service Improvement

As part of Onshore Outsourcing’s continuous workforce upskilling initiative, paths have been created for service desk employees to achieve certifications including:

• HDI Tech Support Professional
• HDI Team Lead
• HDI Service Desk Manager
• CompTIA A+
• ITIL Practitioner

These certifications align with ITIL and HDI Support Center Standards and expand customer service skills, enhance leadership abilities and provide troubleshooting expertise to meet ever-evolving customer demands.

With these certifications plus intelligent technology platforms, agents have the tools and training needed to create a high-performing service desk.

In addition, Onshore Outsourcing’s Centers of Excellence identify areas of excellence and continuous education within our company and its employees. The Service Desk CoE supports and enhances the daily operations of a service desk and its agents while aligning with ITIL and HDI Support Center Standards:

• Quality Assurance to improve the quality of each contact.
• Knowledge Management, which gives clear direction on how to solve specific issue and requests.
• Business Analytics, which enables the service desk to adjust staffing based on trends.
• Training and Development improves agents’ abilities through continuous education.
• Transition Management, which transitions new work smoothly and enables teams to quickly take on more work.

Creating a service desk that excels with today’s challenges requires companies to look beyond one solution. While AI and automation are changing how support centers operate, your team makes the difference. For the personalization that your customers need and the level of assistance they demand, intelligent agents make the difference.

Onshore Outsourcing is upskilling our professionals so we can help your company integrate AI while keeping your focus on serving the customer with personalized solutions. Want to talk to us about your digital transformation?

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