How a video-enabled contact center platform enhances the IT support experience for a hybrid workforce

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

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83% of employees prefer a hybrid work model, and 63% of high-growth companies adopt a “productivity anywhere” workforce model, requiring employees to be as productive as possible regardless of their location. IT professionals supporting these employees must be confident that they can get all employees up and running as quickly as possible to avoid long stretches of downtime.

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Getting help from an IT help desk may involve email, submitting a ticket through an online portal, 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 is now more likely that these employees are working from home or have their own hybrid schedules – allowing for a more personalized help-desk experience. Providing can be difficult.

Now, with an omnipresent, video-optimized contact center, companies can prepare their IT help desk teams to provide the same empathetic and helpful experience internally that is provided to external customers. IT help desk tasks are just as important as outside customer support, because an employee’s productivity and uptime depend on reliable technology that gets the job done. Adding visual engagement to your Contact Center allows for face-to-face communication that enhances support between the employee and the IT help desk team member.

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Having relied heavily on tools like Zoom for the past few years, many employees are quite comfortable with being on camera, which provides a human element that makes IT support more effective. For example, a video call allows help desk staff to provide a more personalized and caring experience for a frustrated employee who can’t get their job done. Screen and file sharing during conversations helps IT staff resolve issues faster and more efficiently. Video can also be used to quickly verify employee identity, which can add another level of security with employees working from home or remote locations.

Many interactions require expertise beyond the contact center, so it’s important that IT staff have easy, real-time access to back-office experts helping the employee. A modern platform that combines contact center and unified communications creates a more seamless experience for help desk employees to interact with fellow employees and lowers costs for IT staff while improving operational efficiency. It also reduces research time, helps find answers to solve a problem, and leads to higher employee satisfaction. What’s more, the department now has one less product to install, train, administer, and maintain. Additionally, companies save money by eliminating the need to work with multiple vendors for different tasks.

An open platform that can integrate with the critical business applications that IT help desk staff use, such as Zendesk and ServiceNow, is essential for improving efficiency and streamlining interactions with employees. Through the integration, help desk employees no longer need to switch between their contact center app and service ticket application, and instead, work directly within one application. This enables greater automation capabilities and saves time from manually entering ticket and employee information.

Learn more about how Zoom Contact Center can help IT help desk professionals with faster and more personalized support for a hybrid workforce.



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