How a Video-Enabled Contact Center Platform Enhances IT Support Experiences for a Hybrid Workforce

The modern hybrid workforce is composed of employees working in a variety of settings, from home, on the road, in the office, and just about everywhere in between. The help desk teams who support these dispersed employees are often in mixed working environments themselves and require enhanced contact center software with robust features to adequately serve their customers’ needs. Many companies are now exploring omnichannel solutions that combine contact center platforms, IT support systems, and video communications to address these new working environments.

With 83% of workers preferring a hybrid work model, and 63% of high-growth companies adopting a “productivity anywhere” workforce model, employees need to be as productive as possible no matter their location. IT professionals tasked with supporting these employees must be confident they can get all employees up and running as quickly as possible to avoid long stretches of downtime.

Getting assistance from IT help desks can include submitting tickets via email, online portals, calling them on the phone or using an on-site kiosk. While many enterprises have geographically dispersed IT help desk teams to support a global workforce, it’s now more likely these staffers are working from home or have their own hybrid schedule – which can make it difficult to deliver a more personalized help-desk experience.

Now, with an omnichannel, video-optimized contact center, companies can equip their IT Help Desk teams to deliver the same empathetic and supportive experience internally that is offered to external customers. IT help desk functions are just as important as external customer support,

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