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I&O leaders looking to optimize IT operations using IT service management should: - Determine receptivity for virtual support agents (VSAs) before making any investment in the technology by observing consumer trends and through directly engaging with business users.
- Procure VSA technology only when the benefits of efficiency and additional contact channels outweigh any negative impact on customer satisfaction.
- Plan to wait for complete VSA solutions “off the shelf” to avoid developing experimental technology in tandem with vendors.
- Establish a foundation in knowledge management using techniques like knowledge-centered service (KCS) to build a valid and dynamic knowledge base before implementing VSA technology.
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