Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Multiple Time-saving Benefits of Live Chat - CompuCom - ContactCenterWorld.com Blog

Multiple Time-saving Benefits of Live Chat

In today’s world, things move quickly and people are juggling numerous tasks on an increasingly tightened timeline and budget. To support the demand for heightened efficiency, more and more companies – regardless of industry – are moving toward a service desk model that enables end users to get the IT support they need in a timely manner.

Therefore, live chat – where end users enter text into an integrated desktop or mobile chat window to notify the service desk of an IT issue – is in ever-greater demand as a contact method.

Live chat is one of the fastest, most efficient ways for end users to enter their tech support requests. It empowers them to multitask as their ticket is being resolved. It also enables service desk agents to work on multiple tickets and access various service desk tools, so that they can offer the best knowledge and support needed to get users back up and running quickly. 


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

FIND OUT MORE HERE


Content continues ….

Here are three reasons why live chat is a must-have contact method for end users.

  1. It increases efficiency. Everyone benefits from the ability to multitask. Live chat empowers end users to create a ticket and seek resolution regardless of their setting or device – without interrupting their daily schedule. Instead of pulling their focus from a meeting or other critical tasks, users can discuss their technical issues with a service desk operator in real time, without sitting on the phone. Additionally, users can submit their request along with a preferred contact time, if receiving resolution is not optimal at that particular moment.

    Similarly, live chat enables service desk operators to respond quickly with standard answers for known issues and other helpful resources that help them alleviate end-user issues in real time. Best of all, it helps agents to address multiple tickets at once, so no time is wasted on either side.  
  2. Users get a quick response time. Who doesn’t like getting their problems solved in under a minute? Eighty percent of chats are answered in 60 seconds or less, according to industry averages. When shopping for an outsourced service desk provider, you should also look for one that provides a high first-contact resolvable (FCR) rate. Industry average is 68 percent, but top-notch providers offer a 90 percent FCR rate.

    This is the whole point of using live chat – when issues arise, users don’t always have time to spend away from their work on a phone call, or waiting for an emailed response from the service desk. Live chat enables the end user nearly instant access to an agent who has answers, while enabling the agent to respond quickly with a proven solution, so both parties can move on more quickly to the rest of their day. 
  3. It’s a personalized experience. Nothing is worse than users feeling like they’re talking to a robot when they’ve got technical issues that need immediate resolution. Using live chat provides the peace of mind that there is a real human on the other end of the chat – without being tied to a phone.

    Available 24x7, regardless of device type, live chat is a personal service that ensures all feedback is captured within the agent-created service desk case. So, each user’s case can be revisited if needed, and unlike a phone call, users can print, save, and email transcripts of the conversation for their reference. 

In a world where we’re always feeling squeezed for time, implementing contact methods that create efficiency for users is a must. Live chat enables end users to stay productive and efficient regardless of the technical issue. 

Does your service desk provider offer live chat? If so, do you find it beneficial? If not, what suggestions do you have that would benefit your end users? Please submit a comment below.

Source: http://compucom.com/blog/time-saving-benefits-live-chat

Publish Date: February 21, 2017 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



View more from CompuCom

Recent Blog Posts:
Improving Customer Engagement with In-store Selling AdvisorJanuary 21, 2019 5:00 AM
4 Successful Retailers Innovating their TechnologyDecember 10, 2018 5:00 AM
The Impact of 24/7 Service and Support with your Enterprise Mobility SuiteOctober 17, 2017 5:00 AM
What to Consider When Selecting an IT Help Desk SolutionSeptember 12, 2017 5:00 AM
How One Retailer Deployed Their Enterprise Mobility SolutionAugust 24, 2017 5:00 AM
How a Self-service Knowledge Base Empowers Today’s WorkersMay 22, 2017 5:00 AM
Why Your Users Need a Service Desk Mobile AppApril 24, 2017 5:00 AM
Multiple Time-saving Benefits of Live ChatFebruary 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 ChoicesJanuary 12, 2017 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =