Status : Verified
| Personal Name | Duqueza, Janice |
|---|---|
| Resource Title | Colleague-centric support desk for Company X by implementing an omnichannel support strategy |
| Date Issued | 01 January 2025 |
| Abstract | This research examines the transformational capacity of an omnichannel support approach to enhance the colleague service experience at Company X, a global leader in financial technology. In the contemporary, rapid digital landscape, employees anticipate smooth, tailored engagements across several communication platforms. Company X's existing service desk is impeded by disjointed systems, operational inefficiencies, and variable colleague experiences. The study aims to consolidate phone, chat, and self-service portals into a cohesive platform enhanced by sophisticated technologies such as AI-driven automation and real-time analytics. The suggested plan seeks to increase operational efficiency, boost colleague happiness, and fit with Company X's overarching objectives of innovation and digital transformation by tackling critical issues such as poor SLA compliance and duplicate operations. The research proposes actionable actions for strategy implementation through a thorough review of industry best practices, theoretical frameworks such as Service-Dominant Logic (SDL), and an assessment of potential technologies. It emphasizes how an integrated system can provide support personnel with comprehensive colleague contact records, optimize workflows, and provide proactive, data-informed solutions. The paper recognizes hurdles like resource limitations, colleague acceptance, and security issues, while providing pragmatic solutions to address these obstacles. The primary objective is to establish Company X as a colleague-focused leader in the fintech sector by utilizing innovative support tactics that enhance loyalty, efficiency, and competitive edge. This research delineates a strategy for enhancing colleague service and anticipates a future in which each connection serves as a chance to provide enduring value for both the organization and its colleagues. |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Omnichannel support, Service desk operations |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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