ITSM Tips: Monitor 100% of All Interactions

In the help desk, it can often be very challenging to monitor interactions with end users on every communication channel. Yet, customer satisfaction is more important than ever. Many ITSM organizations, help desks, and service desks are feeling the pressure to provide better customer satisfaction and end user experience. In a recent trend report sponsored by Bright Pattern to research trends in ITSM and ESM channels, it was shown that one of the top priorities for ITSM organizations in 2021 is improving customer and employee satisfaction. This is highlighted in the chart shown below.

The best way to ensure that all end users are satisfied is by monitoring 100% of all interactions on every communication channel. This includes digital channels like web chat, mobile applications, SMS and text messaging, and messengers, as well as traditional channels like voice and email. Many ITSM organizations that were surveyed by Canam Research reported that they didn’t measure CSAT at all, as seen in the chart below.

While many ITSM organizations measured CSAT and achieved good scores, a substantial number of respondents either achieved lower than ideal scores or didn’t measure CSAT at all.

So how does a help desk or service desk start with measuring CSAT on all interactions in their contact center? The best way to do this is to utilize an omnichannel platform that can support all channels, including emerging digital channels and traditional channels, and that has built-in quality management that utilizes AI to monitor all channels. With an omnichannel quality management system, your supervisors can monitor all interactions on all channels easily, allowing them to get a birds-eye view of contact center operations. This makes quality management effortless ensuring that every end user interaction is high in customer satisfaction. With an omnichannel quality management system, you can monitor channels like voice, email, chat bot, web chat, messenger apps like Facebook Messenger and WhatsApp, SMS and texting, and more.

To implement the right ITSM framework and ITSM processes in your organization, you need the right ITSM tools for the job. Check out Bright Pattern’s latest ITSM and ESM Trend Report for how you can adapt your IT organization to the demands of 2021.

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