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.
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.