Multinational Hotel Group CASE STUDY Amelia is achieving over 90% accuracy on the queries she receives. In just one month she has learned more than 50 new processes. Her role continues to grow beyond the 32% of the total workload she currently handles. At a Glance IT Service Desk A British multinational hotel group is seeking to boost the quality of service it offers franchised hotel employees by ensuring its central IT Service Desk offers best-in-class responses to their queries. Moreover, with the substantial volume of queries being submitted to the group’s global IT service desk on a daily basis, which serves over 100,000 end users, they found themselves constantly overwhelmed. Aside from challenges related to incident volume, another specific area of attention is the g

Join for free to read