In today’s work-from-anywhere environment, IT needs a powerful strategy for service and support to meet the challenges of remote engagement. Self-service on the IT Service Desk is no longer a new concept – 70-80% of IT service desks having implemented some form of self-service technology often with limited success. You need a modern IT service management strategy to support your organization's remote shift. Join us for our upcoming webinar with ConnectNow, a web-based service-oriented chat platform. In this webinar you can expect to learn: • How to enhance and supercharge your customer experience • How omnichannel capabilities will further your ITSM goals • What is ConnectNow and why it can be such a game-changing technology for your service goals Meet the speakers: Ash Carr of ConnectNow is a self-confessed tech-obsessive and has been ripping PCs apart and messing with code since his early teens. Ash spent several years working in a large Service Desk for a large, global bank and worked as a senior analyst. In this position, Ash gained invaluable experience and insight into the inner workings of a large-scale Service Desk environment. Pursuing his true passion for software development, Ash has spearheaded the development of ConnectNow, using the lessons learned to build a platform tailored for Support from the ground up based on real-world use cases. Mike Fuson of Excalibur Data Systems is a veteran of multiple ITSM/ESM toolsets and supporting technologies. He has spent the past 20+ years working with customers to leverage their tools to improve their processes. He is a consultant and instructor and possesses many certifications, and even a few he has made up. When he isn’t working with a customer to make their tools do wild and crazy things, he is coming up with his next idea to make the tools do wild and crazy things. Visit www.excaliburdata.com/connectnow to learn more.

In this episode, Ash Car walks through how to link chats, incidents, etc to your ITSM platform. This gives you the functionality to track the chat as a part of the incident in the technician's view. Join us as we continue on extended roundtable series with ConnectNow. Learn more about ConnectNow at www.excaliburdata.com/connectnow

This episode picks up right where we left off with linking functionality within the ConnectNow platform. In this episode, Ash Carr is going to demonstrate a great use-case example where you'd want to resume a previous chat. This feature is available with ConnectNow. Learn more about ConnectNow at www.excaliburdata.com/connectnow.

This episode picks up right where we left off with linking functionality within the ConnectNow platform. In this episode, Ash Carr is going to demonstrate a great use-case example where you'd want to resume a previous chat. This feature is available with ConnectNow. Learn more about ConnectNow at www.excaliburdata.com/connectnow.

In this episode, Ash Car walks through how to link chats, incidents, etc to your ITSM platform. This gives you the functionality to track the chat as a part of the incident in the technician's view. Join us as we continue on extended roundtable series with ConnectNow. Learn more about ConnectNow at www.excaliburdata.com/connectnow

In this episode, Ash Carr walks us through how exactly an admin would go about linking a major incident or problem to one of these alerts. Ash demonstrates the user experience of a feature like this and what it could mean for your organization. Join us as we showcase another great feature of the ConnectNow platform. Learn more about ConnectNow at www.excaliburdata.com/connectnow

Ash Carr explains how with ConnectNow, Support Agents can invite any number of additional Agents to participate in a Chat, forming a conference. Mike Fuson adds some further use cases as to why this drastically improves handle times, reduces the need for transfers, and promotes collaboration by allowing a Support Agent to pull in a Senior for assistance. Learn more about ConnectNow at www.excaliburdata.com/connectnow

Ash Carr demonstrates how with ConnectNow, Support Agents can quickly fire common phrases at the click of a button, reducing typos and interaction times. Responses can be organized by category, ensuring Support Agents are not overloaded with irrelevant options. Mike Fuson elaborates on how this feature alone could help technicians or agents be highly efficient! Learn more about ConnectNow at www.excaliburdata.com/connectnow