The trendy hybrid workforce consists of workers working in quite a lot of settings, from house, on the highway, within the workplace, and nearly in every single place in between. The assistance desk groups who help these dispersed workers are sometimes in combined working environments themselves and require enhanced contact middle software program with strong options to adequately serve their prospects’ wants. Many corporations are actually exploring omnichannel options that mix contact middle platforms, IT help techniques, and video communications to handle these new working environments.
With 83% of staff preferring a hybrid work mannequin, and 63% of high-growth corporations adopting a “productiveness anyplace” workforce mannequin, workers should be as productive as attainable irrespective of their location. IT professionals tasked with supporting these workers should be assured they will get all workers up and working as shortly as attainable to keep away from lengthy stretches of downtime.
Getting help from IT assist desks can embrace submitting tickets by way of e mail, on-line portals, calling them on the cellphone or utilizing an on-site kiosk. Whereas many enterprises have geographically dispersed IT assist desk groups to help a worldwide workforce, it’s now extra doubtless these staffers are working from house or have their very own hybrid schedule – which may make it troublesome to ship a extra personalised help-desk expertise.
Now, with an omnichannel, video-optimized contact middle, corporations 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 help, as a result of an worker’s productiveness and uptime rely upon dependable know-how that works. Including visible engagements to your contact middle permits for face-to-face communication that enhances help between an worker and the IT assist desk crew member.
Having relied closely on instruments equivalent to Zoom for the previous few years, many workers are fairly comfy with being on digicam, which supplies a human factor that makes IT help more practical. For instance, a video name permits assist desk employees to offer a extra personalised and caring expertise for a annoyed worker who can’t get their work executed. Display screen and file sharing through the interplay lets IT employees clear up issues quicker and extra effectively. Video additionally can be utilized to shortly confirm an worker’s identification, which may add one other degree of safety with workers working from house or distant areas.
Many interactions require experience past the contact middle, so it’s necessary that IT employees have simple, real-time entry to back-office specialists whereas serving to an worker. A contemporary platform that mixes the contact middle and unified communications creates a extra seamless expertise for assist desk employees to work together with fellow workers and reduces prices whereas enhancing operational effectivity for IT employees. This additionally reduces analysis time, helps in finding solutions to unravel a given downside, and results in greater worker satisfaction. What’s extra, the division now has one much less product to put in, practice on, administer, and preserve. Moreover, corporations lower your expenses by eliminating the necessity to work with a number of distributors for varied duties.
An open platform that may combine with the important enterprise purposes that IT assist desk employees use, equivalent to Zendesk and ServiceNow, is crucial to enhancing effectivity and streamlining the interactions with workers. By way of integration, assist desk staffers not want to modify between their contact middle app and repair ticket utility, and as a substitute, work instantly inside one utility. This permits extra automation capabilities and saves time from manually getting into within the ticket and worker info.
Study extra about how Zoom Contact Middle can help IT assist desk professionals with quicker and extra personalised help for a hybrid workforce.