The business world is filled with dynamic constantly changing technology to support people working together. During Silverside working practice hardly a day went by without at least one existing vendor releasing new features within its products. Technology in the working environment is changing very fast, with new features and updates constantly released.
Do you know that only in 2018 Microsoft already launched 212 new features that are generally available for Office 365 users? What is more, there are 66 rolling out this year (updates that are beginning to roll out are not yet available to all customers) and 183 updated that are currently in development and testing phase, but the majority of them will be available for users soon. Big numbers, right?
In such a condition it is really challenging for end-users to keep up with this pace and the struggle with the adoption of new tools is real.
As a consequence, users feel confused, lost in the variety of functionalities and new features within Office 365 apps. This has a huge impact on IT support desk, since employees ask for help and passively forward their issues to the IT help desk. The result? The IT support desk is overwhelmed with thousands of calls and emails per day.
Luckily, nowadays new tools have been created to help IT support to reduce the number of requests from end users. This is done by providing content that fosters user adoption and helps Office 365 users to find support and the information they need directly, offering also new possibilities of learning.
One of the newest tools is QuickHelp that gives the totally new approach ‘’ fix problems and learn at the same time’’. Yet, the platform is not the solution itself, but a user adoption strategy is needed. In the end, the aim is to change employees’ behavior: when they have an issue with a tool the first action is not an email to IT support, but finding the answer and learning in QuickHelp.
What’s in it for you:
- Discover the transformations in the role of IT support desk
- Get to know the new possibilities to reduce emails to the IT support desk
- Learn how to foster user adoption of Office 365, stimulate their pro-activeness and learning capabilities
- Experience QuickHelp environment with a demo
- Get practical tips and information on how to transform your employees’ habits
- Re-think the ways of dealing with IT issues
- Get 45 days of free online training with QuickHelp
|08:30||Walk-in with coffee/tea & optional breakfast|
|09:00||The changes in the IT environment|
|09:30||Barriers to Office 365 user adoption|
|10:00||Why the role of the IT support desk is changing?|
|10:50||What can be done with QuickHelp?|
|11:30||Tiny Habits program. 5 min per day to increase user adoption of Office 365|
|12:00||Wrapup & Lunch|