Help Desk

Take the migraine out of migration.. What is a call center help desk?

A help desk or helpdesk is a service that provides support and information for users and customers. They are knowledge bases that can be internal or external facing. 

Help desks and knowledge bases provide an easily accessible and searchable online library of information about a specific topic, service, or product. Knowledge bases can include how-to guides, step-by-step instructions, videos, FAQs, glossaries and definitions, just to name a few. They’re a great resource to sync to your ticketing or web chat system for automated support. 


More contact center help desk resources

Email Ticketing System for Omnichannel Call Centers | LiveVox

Agents are presented with customer account information and full omnichannel interaction history, enabling a seamless escalation from one channel or one agent to another.

7 Questions to Ask when Evaluating Helpdesk Software (livevox.com)

Creating a ticket should be as easy as possible because the more you know about the problem, the easier it is to fix. Agents and customers need to be able to easily input detailed information about their query. This might look like a drag and drop function for related documents or offering technical terms for users to choose from when describing their issue.

How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)

Ticketing software, also called help desk software, stores tickets alongside the relevant customer data so that all the necessary information on a case is located in one place. This easy-to-use system empowers any agent to jump in and take over a case regardless of whether they’ve worked on it in the past. It also gives managers and administrators a quick debrief on what’s been done so far and where things stand.

6 Considerations When Planning Call Center Outsourcing (livevox.com)

Your contact center is the first “face” your customer sees. When you choose to outsource your customer service, you are choosing who represents your organization, the kind of impression you want to make customers, and how you’ll be remembered for their future needs.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.