From the course: AI Solutions and Techniques for Help Desk Operations

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Leveraging data insights for decision-making

Leveraging data insights for decision-making

From the course: AI Solutions and Techniques for Help Desk Operations

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Leveraging data insights for decision-making

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- [Instructor] In the previous video, you learned how to use forecasting in help desk operations to improve customer support. Now it's time to consider how to use data-driven insights to inform strategic decisions in help desk management. This lesson pertains specifically to using predictive analytics, but keep in mind that other types of data insights can be useful in help desk management too, such as realtime analytics, near realtime analytics, and various AI models. The methods discussed from here to the end of this video pertain to using forecasting for decision making in help desk management. Resource allocation and workforce planning is a top use case. Use predictive analytics to align staffing talent and schedules with the demand that can be achieved by adapting shift schedules, optimizing specialized talent or outsourcing specific support tiers among other actions. Service delivery model optimization is another top use for predictive analytics. By predicting peaks and dips and…

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