Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
It’s no surprise the rapid advancement of technology has transformed service expectations and the way users want to interact with their service desk. Today, the user demands more, and you need to provide answers to their IT questions – fast. Why? Service desk support is not one-size-fits-all, and different users prefer different methods of support. Fortunately, with today’s technology, a number of customer contact options are available to help address the needs of your employees. Here are a few that are in demand today:
Self-service: Did you know that the most common service call is for a simple password reset? By providing secure self-service tools, password resets and unlocks can be expedited on-demand by the user, while enabling your IT team time to focus on more strategic initiatives.
Another option for instantaneous self-service is for users to have access to a thorough and regularly updated knowledge base that also includes answers specific to your environment. Knowledge articles should provide quick resolution to users who prefer to resolve their IT issues themselves.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
Chat: Chat provides one of the most efficient use of users’ time — they can get fast answers while multi-tasking. Using chat provides users with quick responses, often at less than a 60-second wait, without pulling all their attention away from being productive.
Digital: A convenient and easy-to-use method to communicate IT questions is to provide an integrated button to send email inquiries to your service desk. Alternately, web-based ticket submissions provide another convenient and integrated option that users can leverage. Both methods are familiar to users, easy-to-use and provide quick resolution.
Telephone: Contacting a service desk directly by telephone is a traditional option, though it is often the most expensive. However, it remains one of the best options for those with urgent needs and provides resolution, even to workers who may not be able to access the internet.
Why offer multiple options? The benefits of offering multiple contact options, such as those listed above include:
Empower users with choices: Workforces are comprised of a broad mix of age groups, various workstyles, and multiple work environments. Providing numerous contact methods empowers your end users to choose the communication option that best suits their needs at any given time. For example, chatting about a service desk request is a practical choice while in a meeting, rather than announcing a problem over the phone, when the whole room can overhear it.
Cuts costs: Different contact options vary in the amount of effort required to support them and therefore vary in price. Choose a service desk provider that proactively helps you shift users to lower-cost and faster contact methods with ongoing analytics and user education.
Save time: “Time is money!” We’ve all heard that phrase before. Providing multiple contact methods empowers users to choose the most expedient method to suit their need at the time. Select a service desk provider that offers ongoing analytics and user education to help shift your users to faster (and lower-cost) contact methods. This will save your users time and help your business reduce costs over the long term, so your organization has money for more strategic initiatives.
Today the user is in control and anytime, anywhere workforce enablement is the norm. It’s all about the user experience. Providing multiple contact options empowers users to solve their IT issues or reach out for help in the most effective and expedient method possible, while efficiently saving your company money and returning users to productivity.
Is there a contact option that you prefer? Comment below – we’d love to hear your thoughts.
Source: http://compucom.com/blog/benefits-providing-service-desk-choices
Publish Date: January 12, 2017 5:00 AM |
| 1.) |  Giving consulting services to call centers    |
| 2.) |  CC-CMM Certification |
| 4.) |  Genesys PureConnect Call Centers, Contact Centers and Cloud Solutions Consultancies  |
| 10.) |  Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers |
| 15.) |  Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex. Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas. Our consulting practice puts emphasis on: - Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more) PH: 954-444-3668 |
| 16.) |  Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more) PH: 8663343739 |
| Improving Customer Engagement with In-store Selling Advisor | January 21, 2019 5:00 AM |
| 4 Successful Retailers Innovating their Technology | December 10, 2018 5:00 AM |
| The Impact of 24/7 Service and Support with your Enterprise Mobility Suite | October 17, 2017 5:00 AM |
| What to Consider When Selecting an IT Help Desk Solution | September 12, 2017 5:00 AM |
| How One Retailer Deployed Their Enterprise Mobility Solution | August 24, 2017 5:00 AM |
| How a Self-service Knowledge Base Empowers Today’s Workers | May 22, 2017 5:00 AM |
| Why Your Users Need a Service Desk Mobile App | April 24, 2017 5:00 AM |
| Multiple Time-saving Benefits of Live Chat | February 21, 2017 5:00 AM |
| The Happy Help Desk — Oxymoron or the Best Future for Your Mobile Enterprise? | January 17, 2017 5:00 AM |
| Benefits of Providing Service Desk Choices | January 12, 2017 5:00 AM |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
