The trendy hybrid workforce consists of workers working in quite a lot of settings, from residence, on the street, within the workplace, and nearly in all places in between. The assistance desk groups who assist these dispersed workers are sometimes in combined working environments themselves and require enhanced contact heart software program with sturdy options to adequately serve their prospects’ wants. Many firms at the moment are exploring omnichannel options that mix contact heart platforms, IT assist programs, and video communications to handle these new working environments.
With 83% of employees preferring a hybrid work mannequin, and 63% of high-growth firms adopting a “productiveness wherever” workforce mannequin, workers must be as productive as potential irrespective of their location. IT professionals tasked with supporting these workers should be assured they’ll get all workers up and working as shortly as potential to keep away from lengthy stretches of downtime.
Getting help from IT assist desks can embrace submitting tickets through e-mail, on-line portals, calling them on the telephone or utilizing an on-site kiosk. Whereas many enterprises have geographically dispersed IT assist desk groups to assist a worldwide workforce, it’s now extra probably these staffers are working from residence or have their very own hybrid schedule – which might make it tough to ship a extra personalised help-desk expertise.
Now, with an omnichannel, video-optimized contact heart, firms can equip their IT Assist Desk groups to ship the identical empathetic and supportive expertise internally that’s supplied to exterior prospects. IT assist desk capabilities are simply as necessary as exterior buyer assist, as a result of an worker’s productiveness and uptime rely upon dependable know-how that works. Including visible engagements to your contact heart permits for face-to-face communication that enhances assist between an worker and the IT assist desk staff member.
Having relied closely on instruments resembling Zoom for the previous few years, many workers are fairly comfy with being on digicam, which gives a human factor that makes IT assist more practical. For instance, a video name permits assist desk workers to supply a extra personalised and caring expertise for a pissed off worker who can’t get their work completed. Display and file sharing throughout the interplay lets IT workers resolve issues sooner and extra effectively. Video additionally can be utilized to shortly confirm an worker’s identification, which might add one other degree of safety with workers working from residence or distant areas.
Many interactions require experience past the contact heart, so it’s necessary that IT workers have simple, real-time entry to back-office consultants whereas serving to an worker. A contemporary platform that mixes the contact heart and unified communications creates a extra seamless expertise for assist desk workers to work together with fellow workers and reduces prices whereas bettering operational effectivity for IT workers. This additionally reduces analysis time, helps in finding solutions to resolve a given drawback, and results in greater worker satisfaction. What’s extra, the division now has one much less product to put in, prepare on, administer, and keep. Moreover, firms get monetary savings by eliminating the necessity to work with a number of distributors for numerous duties.
An open platform that may combine with the important enterprise purposes that IT assist desk workers use, resembling Zendesk and ServiceNow, is important to bettering effectivity and streamlining the interactions with workers. By means of integration, assist desk staffers not want to change between their contact heart app and repair ticket software, and as a substitute, work instantly inside one software. This permits extra automation capabilities and saves time from manually coming into within the ticket and worker data.
Be taught extra about how Zoom Contact Heart can help IT assist desk professionals with sooner and extra personalised assist for a hybrid workforce.
