Business IT

A company’s digital ecosystem being complete and up-to-date is no longer a luxury, but a necessity. This has made the efficiency of IT management a cornerstone for success, regardless of your company size or industry. As businesses strive to stay competitive and relevant in an increasingly interconnected world, the demand for seamless, reliable, and secure IT infrastructure has never been higher.

Ever interact with a contact center agent who relied heavily on a script? Odds are, it wasn’t the best experience. Scripted interactions tend to lack personality, even if the agent inserts your name at the right points. Such interactions can also be frustrating if the script doesn’t align with your needs and the agent can’t adjust.

The help desk remains a core element of most IT departments, but many organizations struggle with high staff turnover rates. The persistent IT skills shortage makes for fierce competition for technology professionals. Help desk personnel are among those most likely to leave for greener pastures.

The demand for skilled IT professionals continues to exceed the supply. The IT trade group CompTIA estimates there are currently more than 2 million unfilled IT jobs in the U.S., and the shortage is likely to worsen in coming years due to an aging workforce and a dearth of IT education programs. In one Gartner survey, nearly two-thirds of IT executives said the tech talent shortage keeps them from adopting emerging technologies.