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Greetings!
In this month's issue of the Contactual Communique we are going to take a closer look at the best practices for establishing and managing a corporate Help Desk. We will also continue discussing the benefits of Contactual API where we left off in February; namely, we will tackle the Screen Pop functionality and how it can help your business boost the quality of customer interactions.We hope you enjoy this issue! If you've missed our previous newsletters, you can find them in our website's Resource Center.
We want to hear from you! As customer support professionals, you are the experts and we'd love to have your feedback and listen to your ideas. If you'd like to propose a topic, write an article or share some quick tips that can help others, do not hesitate to contact us.
Building a star Help Desk
A traditional Help Desk software solution - an incident tracking system to resolve technical issues of corporate customers – has evolved out of existence. It is being replaced by a new breed of Help Desk application – a centralized internal organization with value propositions that cover customer support, procurement, service level management, and, most importantly, a higher ROI on IT investments.Building and managing a high performing Help Desk is not as easy as it might seem. Although the market boasts a great variety of Help Desk software solutions to help companies operate their internal support centers, there is a lot more that just technology that you will need to make your Help Desk shine. Let’s take a look at several considerations.
10 Key Considerations
1. Begin with business needs in mind. Avoid jumping into technology evaluation and selection before outlining the business need(s) for your Help Desk. Even if your industry is abuzz with news on a particular Help Desk software doing wonders for companies, first ask yourself: What are my goals? How will this project fit into the overall corporate strategy? In other words, start with the needs assessment of your organization and the evaluation of your current internal support processes.9 more key Help Desk management considerations
It's all about the Screen Pop
- Contributed by Justin Couto, President, Couto SolutionsIf you had the opportunity to read my opening article in this series titled Feature-Rich Integration of the OnDemand Contact Center, you would have already heard the term “Screen Pop”. So, what is a Screen Pop anyway? As I will detail in a brief example, a Screen Pop is an invaluable application programming interface (API) that allows us to trigger an action in an external 3rd party program when a phone call is received. In addition to its trigger mechanism, this API delivers valuable information that you can use in many ways to increase efficiency and your ability to track inbound call information. The Contactual Screen Pop offers a true deep integration point that can really make a difference in how you handle your inbound communication.
Learn more about the Contactual Screen Pop capabilities
