Advisors working at home need the same access to training, live support and community as those working in contact centres. LIVEDESK allows advisors to get information and face-to-face training as well as coaching. In addition, the solution also enables teams to work together — staying in touch with each other, team leaders and managers via chat, voice and webcam.
LIVEDESK is made up of ‘Pods' that have specific features to enable different types of collaboration:
Chat pods: for escalations, resolutions or even just a chat. Conversations can be private, within a group or public (i.e. everyone on LiveDesk). Using LiveDesk logs the knowledge gaps of advisors and virtual floor walkers (providing support) can also be identified.
Billboards: post important information to keep everyone in the know and your whole centre in sync.
Polling: get feedback immediately on everything from whether new critical knowledge successfully ben passed on to employee sat and engagement.
Webcam: for 1-2-1s, team meetings and training (VOIP bridge can be included). Sessions can also be recorded for auditing and compliance purposes.
Attendees: set permissions, status, actions, location (main room or breakout room) etc.
File share: share longer documents and those with graphics.
Link share: include links Intranet and web pages.
Support for everything from recruitment and on-boarding to scheduling, training and management.
Fully compliant with UK employment law and can be used where critical standards and regulations — including ISO27001, PCI-DSS and GDPR — have to be met.