Microsoft: Chat is the Linchpin of Workforce Agility

Source: Microsoft Work Trends report, July 2020.

If you want to empower employees to do their best work, you have to align with how/what/where they already work. While employee work preferences may vary by company or industry, one workforce tool reigns supreme today: chat. Usage on chat platforms like Microsoft Teams and Slack were growing strong before the shift to remote work; since then, chat usage has skyrocketed. For some companies, chat adoption has led to more operational efficiencies. For others, not so much. The key distinction? High-performing companies integrate chat with their service desk.

What’s all the chat about anyway? Mike Amerlaan, Director of 365 Ecosystem Marketing at Microsoft, shares insights on chat trends and chat-first operations in a recent webinar discussion with atSpoke CEO Jay Srinivasan. Watch the on-demand webinar for all the details.

Webinar Key Takeaways

  1. The chat-first service desk should lay the groundwork for employee self-service by providing automation to repetitive tasks and questions
  2. An integrated tools ecosystem removes inefficiencies like context switching, allowing for speedier resolution times
  3. The analytics dashboard needs to provide more metrics outside of total ticket count, to provide insights into processes improvements

Watch the Webinar

Implementing a chat-first ticketing system can lead to an abundance of efficiency opportunities. In our webinar, Mike Ammerlaan and Jay Srinivasan, CEO of atSpoke, explain five tricks your team can implement. Get all the details by watching now!

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