What Every Business Leader Needs to Know

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Author: Steve Wilde

What Every Business Leader Needs to Know

Posted on by Steve Wilde

The cybersecurity landscape in 2025 is fraught with challenges that require proactive measures. For business leaders, the time to act is now. Ignoring these threats is not an option. Here’s our 8 recommendations for Cybersecurity in 2025: What Every Business Leader Needs to Know

 

1. AI-Powered Cyber Threats Are on the Rise

Artificial intelligence (AI) is a double-edged sword. While it’s being leveraged to strengthen defenses, cybercriminals are using AI to launch more sophisticated attacks. AI-powered malware can adapt to bypass security measures, and deepfake technology is being weaponized for social engineering attacks, as PWC put it ‘AI Agents’ are the new kid on the block. These advanced threats are difficult to detect using traditional methods, making it essential for businesses to invest in AI-driven security solutions.

Action Point: Evaluate your cybersecurity strategy to include AI-driven detection and response systems. Partner with experts who can help you stay ahead of these evolving threats.

 

2. The Supply Chain is a Prime Target

Supply chain attacks are becoming more frequent and impactful. Cybercriminals are targeting smaller vendors to infiltrate larger organizations, exploiting the interconnectedness of today’s business ecosystem. These attacks can disrupt operations, steal sensitive data, and damage reputations.

Action Point: Conduct thorough risk assessments of your supply chain. Ensure that your partners adhere to robust cybersecurity practices and implement continuous monitoring.

 

3. Ransomware as a Service (RaaS) Expands Its Reach

Ransomware attacks are no longer the work of isolated hackers. The emergence of Ransomware as a Service (RaaS) platforms has lowered the barrier to entry for cybercriminals. In 2025, we’re seeing a significant increase in highly targeted ransomware attacks, with criminals focusing on industries that handle sensitive data, such as healthcare, education, and finance.

Action Point: Regularly back up critical data and test your disaster recovery plan. Invest in employee training to recognize phishing attempts, which are often the entry point for ransomware.

 

4. Regulations Are Getting Stricter

Governments worldwide are implementing more stringent data protection and cybersecurity regulations. Non-compliance can result in hefty fines and legal action. In 2025, new frameworks like the EU’s revised NIS2 Directive and stricter GDPR enforcement are putting additional pressure on businesses to enhance their cybersecurity measures.

Action Point: Stay informed about regulatory changes that impact your industry. Work with legal and IT experts to ensure compliance and avoid penalties.

 

5. Hybrid Work Increases Attack Surfaces

The hybrid work model, now a permanent fixture for many businesses, has significantly expanded the attack surface. Remote employees often use personal devices and unsecured networks, creating vulnerabilities that cybercriminals are eager to exploit.

Action Point: Implement a Zero Trust security model, enforce strict access controls, and provide employees with secure tools and ongoing training.

 

6. IoT Devices Are a Growing Liability

The Internet of Things (IoT) is transforming industries, but it’s also creating new vulnerabilities. Many IoT devices lack robust security features, making them attractive targets for cyberattacks. In sectors like healthcare and manufacturing, where IoT adoption is high, the risks are even greater.

Action Point: Conduct regular security audits of all connected devices. Use network segmentation to isolate IoT devices from critical systems.

 

7. Cyber Insurance Is No Longer Optional

As cyber risks grow, insurers are tightening the requirements for coverage. Businesses are now required to demonstrate robust cybersecurity measures to qualify for policies. In 2025, having cyber insurance is not just a safety net but a necessity for mitigating financial losses.

Action Point: Review your cyber insurance policy to ensure it provides adequate coverage. Work with your IT team to meet the necessary security standards.

 

8. Data Integrity Attacks Threaten Trust

Unlike traditional data breaches, data integrity attacks involve altering information to mislead or cause harm. These attacks can disrupt decision-making, damage customer trust, and lead to significant financial losses.

Action Point: Implement blockchain technology and advanced monitoring tools to ensure data integrity and detect unauthorized changes.

The hidden costs of undertrained staff

Posted on by Steve Wilde

IT infrastructure isn’t just a back-office function—it’s the core of successful business operations. Yet, many companies miss a key opportunity to strengthen their teams. When employees lack proper IT infrastructure knowledge, the consequences can be severe:

  • Increased system downtime due to preventable errors
  • Security vulnerabilities from improper system management
  • Reduced productivity from inefficient resource utilisation
  • Higher costs from external consultant dependencies

Here’s a breakdown of IT infrastructure training benefits;

Building a Strong Foundation Through IT Certifications

Professional IT certifications serve as the cornerstone of technical competency. They provide:

  • Validated expertise in specific technologies and systems
  • Industry-recognised standards of knowledge
  • Clear career progression paths
  • Increased employee confidence in handling complex systems

Organizations that support employees in pursuing relevant certifications often see improved system reliability and reduced operational incidents.

Continuous Learning: Adapting to Technological Evolution

Technology never stands still, and neither should your team’s knowledge. Implementing continuous learning programs helps:

  • Keep staff current with emerging technologies
  • Address new security threats proactively
  • Optimise system performance through updated best practices
  • Reduce technical debt from outdated methodologies

Professional Development: More Than Just Technical Skills

Effective IT infrastructure training goes beyond technical knowledge. Professional development programs should include:

  • Problem-solving and critical thinking skills
  • Project management capabilities
  • Communication and documentation practices
  • Cross-functional collaboration abilities

Strengthening Cyber Security Through Education

With cyber threats becoming increasingly sophisticated, security training is paramount. Key focuses should include:

  • Threat identification and response
  • Security best practices implementation
  • Compliance requirements and regulations
  • Incident response procedures
  • Risk assessment and management

Implementing Effective Training Programs

To maximise the return on investment in IT training:

  • Assess current skill gaps and future needs
  • Create personalised learning paths
  • Combine formal training with hands-on experience
  • Regular evaluation and feedback sessions
  • Measure and track improvement metrics

The Business Impact of Comprehensive Training

Organizations that prioritise IT infrastructure training typically experience:

  • Reduced system downtime and faster problem resolution
  • Improved security posture and fewer incidents
  • Higher employee retention and job satisfaction
  • Decreased dependence on external support
  • Enhanced innovation and process improvement

Investment in Training: A Strategic Advantage

While training programs require initial investment, they typically deliver substantial returns through:

  • Reduced operational costs
  • Improved service delivery
  • Enhanced business continuity
  • Stronger competitive positioning
  • Increased organisational resilience

Remember: your IT infrastructure is only as strong as the team that manages it. By prioritising training and continuous learning, you’re not just developing employees – you’re investing in your company’s future.

Automation and AI in IT

Posted on by Steve Wilde

Gone are the days of endless IT tickets and frustrating wait times! AI and automation are revolutionising how businesses handle tech support, and it’s about time.  Think less “have you tried turning it off and on again?” and more “your system already fixed itself while you were grabbing coffee.”  From AI chatbots that solve issues 24/7 to smart automation that prevents problems before they happen – this isn’t just an upgrade, it’s a complete game-changer for businesses everywhere.

Smart Support isn’t just another buzzword – it’s your competitive edge in a digital-first world.

 

The Power of IT Automation in Support

 

At the heart of IT automation is the ability to streamline repetitive and time-consuming tasks that once required human intervention. Automating routine functions like system updates, software installations, and incident response allows IT teams to focus on more strategic tasks, such as security enhancements and infrastructure development. Automation also helps in ensuring consistency, minimizing human error, and reducing operational costs.

For example, automated ticketing systems are increasingly being used to route IT issues to the correct departments or support personnel. By leveraging automation, organizations can ensure that common problems like password resets or access requests are handled efficiently, freeing up human resources to focus on more complex issues. Automated monitoring tools can also predict potential system failures, giving teams a proactive edge to address issues before they escalate into full-blown crises.

 

AI in IT Support: Enhancing Customer Experience

 

The integration of AI in IT support is transforming the way organizations address their customers’ needs. Chatbots, for instance, have become a common feature of customer service platforms. These AI-powered agents are capable of handling a wide range of queries, providing instant responses to frequently asked questions, troubleshooting basic technical issues, and even escalating cases to human agents when necessary.

AI’s ability to learn and adapt makes it a powerful tool for improving the quality and speed of IT support. Through machine learning algorithms, AI systems can analyze historical data, identify patterns in customer issues, and offer tailored solutions. This enables a more personalized support experience for users, enhancing satisfaction and reducing the time it takes to resolve issues.

Moreover, AI-driven systems can operate around the clock, ensuring 24/7 availability of IT support without the need for human oversight. This is particularly beneficial for global organizations or companies with distributed teams that require assistance across multiple time zones.

 

Robotic Process Automation (RPA): Elevating Efficiency

 

While AI focuses on intelligence and decision-making, robotic process automation (RPA) brings efficiency to repetitive tasks. RPA automates structured tasks that follow specific rules, such as data entry, system diagnostics, or backup management, reducing manual intervention in IT operations. When combined with AI, RPA can take automation to the next level by intelligently navigating processes and handling exceptions.

For instance, RPA can be used to monitor and respond to network alerts. Once an alert is raised, RPA bots can initiate diagnostics, gather data on the issue, and even take corrective actions, such as restarting servers or rolling back software updates. This not only speeds up the resolution of issues but also reduces the burden on IT teams.

RPA can also automate routine administrative tasks like provisioning new accounts, resetting passwords, and managing user permissions. By handling these tasks autonomously, organizations can significantly reduce the response time to service requests and increase productivity.

 

The Future of Smart Support

 

As we look to the future of IT service management, the synergy between automation, AI, and RPA will play a pivotal role in delivering Smart Support. With advancements in natural language processing (NLP), AI-powered virtual agents will continue to become more sophisticated, offering conversational support that closely mirrors human interaction. Automation will evolve to encompass predictive analytics, enabling systems to foresee potential issues before they impact users, while RPA will continue to expand its capabilities to handle more complex workflows.

Organizations that embrace these technologies will gain a competitive edge by offering faster, more reliable, and cost-effective IT support. They will be able to proactively manage their IT infrastructure, ensuring seamless operations while maintaining high levels of customer satisfaction. The shift towards Smart Support is not just about automating tasks but about enhancing the overall IT service delivery through intelligence and efficiency.

The Cyber Incident Toolkit

Posted on by Steve Wilde

The necessity of a comprehensive cyber incident response plan has transcended from a mere precaution to a pillar of modern corporate governance. But, what are the essential components of effective cyber incident management? 

 

The Importance of a Cyber Incident Response Plan

A well-crafted incident response plan serves as your organization’s playbook for handling cybersecurity crises. It outlines the steps your team should take when faced with a security breach, ensuring a swift and coordinated response. Key components of an effective plan include:

  1. Clearly defined roles and responsibilities
  2. Step-by-step procedures for different types of incidents
  3. Communication protocols
  4. Resource allocation guidelines
  5. Regular testing and updating procedures

By having a plan in place, you can minimize damage, reduce recovery time, and protect your company’s reputation.

 

Effective Cyber Incident Management

Cyber incident management goes beyond just having a plan—it’s about creating a culture of preparedness and continuous improvement. This involves:

  • Regular staff training on cybersecurity best practices
  • Conducting simulated breach exercises
  • Staying informed about emerging threats
  • Fostering collaboration between IT, security, and business teams
  • Implementing and maintaining robust security tools and processes

Effective management ensures that when an incident occurs, your team is ready to spring into action with confidence and precision.

 

Key Response Strategies

When a cyber incident occurs, time is of the essence. Your response strategies should focus on:

  1. Rapid Detection: Implement tools and processes to quickly identify potential breaches.
  2. Containment: Act swiftly to isolate affected systems and prevent further spread.
  3. Eradication: Remove the threat and close any vulnerabilities that were exploited.
  4. Recovery: Restore systems and data, ensuring they’re clean and secure before bringing them back online.
  5. Post-Incident Analysis: Conduct a thorough review to understand what happened and how to prevent similar incidents in the future.
  6. Communication: Keep stakeholders informed throughout the process, including employees, customers, and, if necessary, regulatory bodies.

 

Want to know more?

Try our Cyber Health Checker to see how your cyber security posture measures.

 

 

The Surge of Cyber Threats Targeting Identities

Posted on by Steve Wilde

As revealed in the latest IBM X-Force Threat Intelligence Index, Cyber Threats Targeting Identities represents a significant shift in the tactics employed by cybercriminals.

The IBM X-Force Threat Intelligence Index serves as a comprehensive barometer of the cybersecurity landscape, drawing insights from a wealth of data and analysis. Its latest iteration underscores a startling reality: identities have emerged as prime targets for malicious actors seeking to infiltrate networks, exfiltrate sensitive data, and wreak havoc on organizations worldwide.

One of the key findings of the report is the exponential rise in identity-related breaches and incidents. Whether through phishing attacks, credential stuffing, or insider threats, cybercriminals are increasingly exploiting vulnerabilities in identity management systems to gain unauthorised access to corporate networks. This trend reflects a strategic shift in focus, with attackers recognising the pivotal role that identities play in the digital ecosystem.

But what lies behind this surge in identity-based cyber threats? Several factors contribute to this phenomenon. First and foremost is the growing prevalence of remote work and cloud-based services. The widespread adoption of remote work models, accelerated by the COVID-19 pandemic, has blurred the traditional perimeter of corporate networks, making identities the new frontline in the battle for cybersecurity.

Moreover, the proliferation of digital services and platforms has led to an explosion in the number of user accounts and credentials circulating online. With each new account created, the attack surface widens, providing cybercriminals with an ever-expanding pool of targets to exploit. From social media platforms to e-commerce websites, no organisation is immune to the threat posed by compromised identities.

Another contributing factor is the increasing sophistication of cybercriminal tactics. Gone are the days of simplistic brute-force attacks; today’s threat actors leverage advanced techniques such as credential stuffing, where stolen credentials from one breach are used to compromise accounts across multiple platforms. This approach capitalises on the prevalence of password reuse among users, highlighting the importance of robust authentication mechanisms and password hygiene practices.

The implications of this identity crisis are far-reaching and multifaceted. For organizations, the stakes have never been higher. A single compromised identity can serve as a gateway for attackers to infiltrate networks, exfiltrate sensitive data, and inflict irreparable damage to brand reputation and customer trust. The financial and reputational costs of a successful identity breach can be staggering, underscoring the urgent need for proactive measures to safeguard identities and secure digital assets.

It is clear that organizations must adopt a holistic approach to identity management and cybersecurity due to cyber threats targeting identities. This includes implementing multi-factor authentication, strengthening access controls, and investing in employee training and awareness programs. Furthermore, collaboration and information sharing within the cybersecurity community are essential to staying ahead of emerging threats and vulnerabilities.

Vendor management on the up?

Posted on by Steve Wilde

In a recent strategic move, PSG, a leading growth equity firm, has made a significant investment in 4me, a SaaS-based IT service management (ITSM) vendor. 

Vendor management plays a critical role in the success of IT service management initiatives, as organizations increasingly rely on external vendors to deliver essential services and support. Effective vendor management encompasses various aspects, including procurement, contract negotiation, and the establishment of service-level agreements (SLAs).

Successful vendor management begins with building strong and collaborative relationships with vendors. Organizations should prioritise clear communication, transparency, and mutual understanding of goals and expectations. By fostering a partnership mindset, organizations can leverage vendors as strategic allies in achieving their IT service objectives.

The procurement process is a critical component of vendor management, requiring careful evaluation of vendor capabilities, pricing structures, and service offerings. Organizations should adopt strategic procurement practices, such as conducting thorough vendor assessments, evaluating vendor performance, and aligning vendor selection with their IT service needs and objectives.

Contract negotiation plays a pivotal role in defining the terms and conditions of the vendor relationship. Organizations should negotiate contracts that clearly outline service deliverables, performance metrics, and responsibilities, while also ensuring flexibility to adapt to changing business needs. By negotiating favorable terms and conditions, organizations can mitigate risks and maximise value from vendor partnerships.

Service-level agreements (SLAs) serve as the foundation of vendor relationships, defining the expectations for service quality, responsiveness, and performance. Organizations should establish SLAs that are measurable, achievable, and aligned with business objectives. Regular monitoring and review of SLAs are essential to ensure vendors meet their obligations and deliver value to the organisation.

Vendor management is an ongoing process that requires continuous monitoring and evaluation of vendor performance. Organizations should implement robust vendor performance management practices, including regular performance reviews, feedback mechanisms, and performance improvement initiatives. By holding vendors accountable to established SLAs and performance metrics, organizations can drive continuous improvement and maintain high standards of service delivery.

 As demonstrated by PSG’s investment in 4me, strategic alliances with vendors can be a catalyst for innovation and growth in the ITSM space.

From Prediction to Resolution

Posted on by Steve Wilde

2024 is creating some exciting developments of process and technology that are shaping the world of technical support as recently presented by a Gartner report. Here are some that the NVOY team are taking particular note of;

 

AI Predictability

Artificial intelligence and machine learning are the new giants, revolutionising the way technical support operates. From predicting issues before they occur to providing personalised solutions, these emerging IT trends are paving the way for a more efficient and proactive support experience.

 

Virtual Support

Automation, self-service solutions, and virtual support agents are just a few of the new tools in our arsenal, enabling us to streamline processes and provide faster, more efficient support. With these advancements, technical support teams can work smarter, not harder, delivering solutions at the speed of light.

 

Augmented Reality

Whether it’s troubleshooting issues with augmented reality applications or managing the deployment of IoT devices, technical support teams are the unsung heroes behind the scenes, ensuring that users can embrace new technologies with confidence and ease.

 

Creativity in Support

From gamification to chatbots and virtual assistants, these innovative solutions are transforming the way we interact with technology. By infusing creativity into the support process, we’re not only solving problems but also engaging users in a way that feels more human and personal.

 

The world of technical support is anything but dull. With emerging IT trends, technology advancements, and innovative solutions leading the way, there’s never been a more exciting time to be a part of the support community.

Protection isn’t just about technology

Posted on by Steve Wilde

Picture your organisation’s digital infrastructure as a bustling cityscape, with data flowing like streams and networks connecting like roads. In this landscape, cybersecurity serves as the guardian, ensuring the safety and integrity of our digital world. In this article, we’ll explore the essential steps every organisation should take to master cybersecurity, from embracing security standards to empowering employees and building a robust defence against cyber threats. 

 

Adherence to Security Standards: The Foundation of Cybersecurity


Security standards provide a framework for organizations to establish and maintain effective cybersecurity practices. Whether it’s ISO 27001, NIST Cybersecurity Framework, or GDPR compliance, adhering to these standards ensures that your organisation is implementing industry-recognised best practices to protect against cyber threats. We’ll explore the importance of adopting security standards and the benefits they bring to your cybersecurity posture.

 

Benchmarking Against Industry Standards: Setting the Bar for Excellence


In addition to adhering to security standards, organizations should also benchmark their cybersecurity practices against industry benchmarks and best practices. By comparing your cybersecurity measures to industry peers and leaders, you can identify areas for improvement and ensure that your security posture remains resilient in the face of evolving threats. We’ll discuss the significance of benchmarking and how it can drive continuous improvement in cybersecurity.

 

Robust Cyber Attack Prevention Measures: Building a Strong Defense


Prevention is key in cybersecurity, and organizations must implement robust measures to prevent cyber attacks before they occur. From conducting regular security assessments and vulnerability scans to implementing multi-factor authentication and intrusion detection systems, there are various preventive measures that organizations can take to strengthen their defences against cyber threats. We’ll explore these measures in detail and highlight their importance in mitigating cyber risks.

 

Employee Training and Awareness: The Human Firewall


Employees are often the weakest link in cybersecurity, but they can also be your strongest defense. By providing comprehensive training and raising awareness about cybersecurity best practices, organizations can empower employees to recognise and respond to potential threats effectively. From phishing simulations to security awareness workshops, investing in employee training can significantly enhance your organisation’s overall cybersecurity posture.

 

Continuous Monitoring and Incident Response: Staying Vigilant Against Threats


Cyber threats are constantly evolving, and organizations must adopt a proactive approach to cybersecurity. Continuous monitoring of networks and systems allows organizations to detect and respond to potential threats in real-time, minimising the impact of cyber attacks. We’ll discuss the importance of continuous monitoring and incident response capabilities and how organizations can build resilience against cyber threats.

Essential Strategies for Effective Team Management

Posted on by Steve Wilde

Effective team management is the linchpin for success. Here we explore key strategies for leading the IT force, focusing on staff development, training programs, and performance metrics that collectively contribute to a thriving and efficient ITSM team.

 

Empowering Team Leadership

At the heart of any successful ITSM initiative is strong team leadership. Dive into the essential qualities of an effective IT team leader, from fostering a collaborative culture to providing clear direction and inspiration.

 

Strategic Staff Development

The IT landscape evolves rapidly, necessitating continuous staff development. Discover innovative approaches to staff training and development programs that empower your team to stay ahead of industry trends and emerging technologies.

 

Tailored Training Programs

One size doesn’t fit all, especially in IT. Explore the importance of customising training programs to address the unique needs and skill sets of your ITSM team. From technical certifications to soft skills development, a well-rounded training strategy ensures a versatile and resilient team.

 

Performance Metrics that Matter

Metrics are the compass guiding your team’s journey. Uncover the critical performance metrics that provide actionable insights into team efficiency, service delivery, and customer satisfaction. Learn how to leverage metrics for continuous improvement.

 

Balancing Workload and Workforce

Striking the right balance between workload and workforce is a delicate art. Delve into strategies for workload management, resource allocation, and ensuring your team remains engaged and motivated even during high-pressure situations.

 

Nurturing a Culture of Innovation

Innovation is the lifeblood of IT. Learn how to foster a culture of innovation within your team, encouraging creative problem-solving, out-of-the-box thinking, and a willingness to embrace change.

 

Effective Communication Strategies

Communication is key to team success. Explore effective communication strategies tailored for ITSM teams, including regular team meetings, transparent feedback channels, and open lines of communication with stakeholders.

 

Encouraging Collaboration and Knowledge Sharing

Collaboration fuels creativity and productivity. Discover methods to encourage collaboration and knowledge sharing within your team, creating an environment where ideas flow freely, and skills are shared for collective growth.

 

From cultivating strong leadership qualities to implementing tailored training programs and performance metrics, effective team management is the cornerstone of IT success. By investing in the development and empowerment of your ITSM team, you pave the way for innovation, efficiency, and exceptional service delivery in the ever-evolving landscape of Information Technology. 

Retaining help desk efficiency whilst embracing AI

Posted on by Steve Wilde

Recent incidents, such as the DPD AI chatbot controversy, shed light on the importance of finely tuned help desk operations. 

 

DPD AI Chatbot Sparks Controversy

The recent debacle surrounding the DPD AI chatbot, which took an unexpected turn by swearing, criticising its own capabilities, and calling itself useless, serves as a cautionary tale for businesses relying on automated support systems. The incident underscores the need for meticulous help desk optimisation to avoid unexpected mishaps and maintain a positive customer experience.

 

Help Desk Optimisation: A Strategic Imperative

The core of efficient support lies in help desk optimisation. Discover how businesses are strategically enhancing their help desk operations, streamlining processes, and leveraging technology to ensure seamless customer interactions. From ticket creation to resolution, the focus is on creating a well-oiled support machine.

 

Reducing Ticket Resolution Time: The Need for Speed

In today’s fast-paced business environment, time is of the essence. Explore how organisations are implementing strategies to reduce ticket resolution time, ensuring that customer issues are addressed promptly. Swift resolutions not only enhance customer satisfaction but also contribute to the overall efficiency of help desk operations.

 

Incident Management: Navigating Challenges with Finesse

Incidents are inevitable, but how they are managed can make all the difference. Delve into the evolving landscape of incident management, where businesses are adopting proactive approaches to identify and resolve issues before they escalate. From monitoring systems to real-time alerts, incident management is becoming a cornerstone of efficient help desk services.

 

Problem-Solving Strategies: Turning Challenges into Opportunities

A successful help desk isn’t just about resolving issues; it’s about turning challenges into opportunities for improvement. Discover how businesses are implementing problem-solving strategies, fostering a culture of continuous improvement within their help desk teams.

 

The Role of AI and Automation: Enhancing Efficiency

While the DPD AI chatbot incident highlighted potential pitfalls, AI and automation continue to play a crucial role in achieving peak help desk efficiency. Explore how organisations are leveraging AI to augment human capabilities, automate routine tasks, and enhance the overall efficiency of support operations.

 

Customer-Centric Approach: Putting Users First

Efficiency isn’t just about speed; it’s about delivering a stellar customer experience. Uncover how businesses are adopting a customer-centric approach, prioritising user satisfaction, and personalising support interactions to build lasting relationships.

 

Continuous Training and Skill Development: Empowering Help Desk Teams

The landscape of technology is ever-changing, and so are the skills required to provide top-notch support. Learn how businesses are investing in continuous training and skill development for their help desk teams, ensuring they stay ahead of the curve and deliver exceptional service.

 

In the aftermath of the DPD AI chatbot incident, businesses are reevaluating their approach to help desk efficiency. The strategies highlighted in this article, from optimization to reducing ticket resolution time, incident management, and problem-solving, are at the forefront of a revolution in support services.