The past few years have led to a significant increase in customer demands, and customer service agents are feeling the pressure. According to a recent Zendesk CX Trends report, 68% of agents report feeling overwhelmed. Here at PagerDuty, we believe that happier customer service agents lead to more positive customer interactions and stronger relationships with your brand.
Following another successful PagerDuty Summit, development continues across several areas of the product. We’re excited to announce a new set of updates and enhancements to the PagerDuty Operations Cloud. Recent updates from the product team include Incident Response, PagerDuty® Process Automation and PagerDuty® Runbook Automation, Partner Integrations & Ecosystem, as well as Community & Advocacy Events updates.
This is the second piece in a series about automated diagnostics, a common use case for the PagerDuty Process Automation portfolio. In the last piece, we talked about the basics around automated diagnostics and how teams can use the solution to reduce escalations to specialists and empower responders to take action faster. In this blog, we’re going to talk about some basic diagnostics examples for components that are most relevant to our users.
“Customer service software has evolved so much these past ten years, but they all seem to be solving the same problems!” This was a statement made by a Customer Service leader in a recent brainstorming conversation around decreasing overall Response Times and Resolution Times.
2020 revolutionized how we work. Many went from full-time office work to 100% remote overnight. And now that in-office is once again on the horizon, companies are thinking of ways to continue to work flexibly. However, this comes with increased challenges, and a need for tools that match this working style. The PagerDuty mobile application is well recognized, with a 4.8 stars rating on the App Store and Google Play.
The past few years have led to fundamental business and cultural shifts for both companies and employees. Covid-19 has brought opportunities for companies who invested early in digital operations, while others struggled to maintain the status quo. The latter gave rise to record employee burnout, and what is now commonly referred to as the Great Resignation.
Having a reliable power source is something many of us take for granted. It is particularly important for healthcare facilities to have a consistent, reliable power source to ensure that vulnerable patients – specifically those who rely on electricity to sustain their lives – are not disrupted. In rural Sub-Saharan Africa, however, it’s estimated that only about 28% of hospitals have reliable electricity.
If there’s one essential thing we’ve learned from being in the business of digital operations for more than 13 years, it’s that every business has a unique approach to building resilience with its bespoke tech stacks and processes. Many PagerDuty customers around the world are starting to provide direct access to their on-call teams with Live Call Routing (LCR).
Service ownership is a DevOps best practice where team members take responsibility for supporting the software they deliver at every stage of the development lifecycle. This level of ownership brings development teams much closer to their customers, the business, and the value being delivered. Service owners are the subject matter experts (SMEs) for their services – and in a service ownership model, they are also responsible for responding to any production issues.
Every interaction with our customers, partners, and employees is special – but this year’s PagerDuty Summit went far beyond my wildest dreams. Together we committed to helping you learn and grow in how you manage business critical operations – in other words, getting you ready for anything in a world of Digital Everything.
