WEBINAR

What Support Agents Told Us They Need to Do Their Best Work

Date & time:
October 8th, 10:30 am EDT / 3:30 pm BST

The support agent role is changing, and our product team wants to know what agents need in a help desk to be successful. So we’ve been asking.

As AI and productivity tools aim to simplify routine work, human agents spend more time on complex problem-solving and customer relationship management. Being successful in this evolving role requires new tools that help agents make informed decisions and prevent cognitive overload–and building the right tools at the right moment requires talking to support agents and managers about what they actually need.

In this webinar, Stephanie Meyer, Senior Product Manager, and Becca Wilde, Lead UX Designer at Deskpro, will share how their team is using a Voice of the Customer program and User Research to understand what support teams really need out of their help desk and build those capabilities. Join the webinar to learn:

• How user experience (UX) decisions impact cognitive load and complexity in a help desk
• How Deskpro’s Voice of the Customer program is shaping our product roadmap
• What support agents and admins actually want out of productivity tools

Speakers:

Stephanie Meyer, Senior Product Manager

Becca Wilde, Lead UX Designer