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A common call center help desk problem we can relate to

A common call center help desk problem we can relate to

[fa icon="calendar"] Jul 9, 2013 9:10:23 AM / by Briana Songer

Briana Songer

All call centers have service desks. They use them to help resolve issues, give product information or offer help. These types of services utilize software to help resolve and track problems. However, there are some common problems with the service desks that agents and customers (us) encounter.

All call centers have service desks. They use them to help resolve issues, give product information or offer help. These types of services utilize software to help resolve and track problems. However, there are some common problems with the service desks that agents and customers (us) encounter.
Consider the following scenario: A customer calls in with an easy problem and is immediately put on hold. They must go through several menu options until they get to their specific problem. They wait....and wait...and then finally reach an agent. Yet, they are unable to answer the question and pass the customer onto another agent, who when trying to help, doesn't have the necessary knowledge to help.

Sound familiar?

Basically, the traditional service desk needs to be re-thought and re-designed to be able to function better than it has in the past. The power of Social integration in the call center is something that has been gaining momentum, and has proven to be able to give the best support.

Whether the call was good or bad, customers will usually have some feedback to give. Being able to capture this socially (whether it be by Facebook, twitter or chat) is a useful tool to use to improve the customer experience.

Agents have a common problem of not knowing the answer or be able to find it and resolve the issue. They should be able to quickly find and/or connect with information to get their answer. If you make the call center a integrated, knowledge database, your agents will be able to easily tap into information they need. Draw on the information of the team and let them share information, success stories, tips etc, so that everyone can learn.

For those of you utilizing social within your call center, what examples have helped your common help desk problems?

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

Consider the following scenario: A customer calls in with an easy problem and is immediately put on hold. They must go through several menu options until they get to their specific problem. They wait....and wait...and then finally reach an agent. Yet, they are unable to answer the question and pass the customer onto another agent, who when trying to help, doesn't have the necessary knowledge to help.

Sound familiar?

Basically, the traditional service desk needs to be re-thought and re-designed to be able to function better than it has in the past. The power of Social integration in the call center is something that has been gaining momentum, and has proven to be able to give the best support.

Whether the call was good or bad, customers will usually have some feedback to give. Being able to capture this socially (whether it be by Facebook, twitter or chat) is a useful tool to use to improve the customer experience.

Agents have a common problem of not knowing the answer or be able to find it and resolve the issue. They should be able to quickly find and/or connect with information to get their answer. If you make the call center a integrated, knowledge database, your agents will be able to easily tap into information they need. Draw on the information of the team and let them share information, success stories, tips etc, so that everyone can learn.

For those of you utilizing social within your call center, what examples have helped your common help desk problems?

Topics: supervisor, Contact Center, Agents, call centers

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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