Employee expectations of the workplace are rapidly evolving, and consumer-like experiences quickly become a benchmark to measure internal support teams. The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees’ consumer-world-driven support expectations has failed to deliver on their promises.
Join Joy Su, Senior Director at Freshworks and Stephen Mann, Principal Analyst at ITSM.tools as they present insights on the emerging shift-left strategies being adopted to improve employee satisfaction and agent productivity.
Key Takeaways:
- How (and why) traditional IT self-service portals have failed to deliver the expected benefits
- The continued importance of self-service within digitally-enabled organizations
- How new smart technologies offer a better alternative to self-service portals
- Eight tips for ensuring that new self-service capabilities drive better employee experience & boost agent productivity
