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Benefits of Providing Service Desk Choices - CompuCom - ContactCenterWorld.com Blog

Benefits of Providing Service Desk Choices

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. 


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  • 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:

  1. 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.

  2. 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.   

  3. 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


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Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
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Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

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ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
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Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

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Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

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Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

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I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
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Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131

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We can help You boost Your business results by:

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- We will help You manage challenges and risks when changes affect people, operations and technology.

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PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
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15.) 
SCC Services Group

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:

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16.) 
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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...
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PH: 8663343739

17.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 



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