A second difficulty arises from being unable to effectively disseminate requests to other members of the company. A call center employee sometimes cannot troubleshoot a software issue as well as an IT worker, for example. Being able to forward and redirect requests between departments with speed and efficiency is very important.
In these situations, well-designed help desk call center software can save the day. Through the power of SharePoint, a call center worker can receive calls and requests through automated means and delegate the issues at hand to the right sectors of the company. The best part of the SharePoint advantage is the speed and accuracy with which information can be passed between individual workers and their departments.
With cloud-based architecture and database functionality, a help desk employee can easily take a call, catalogue the information into a SharePoint, and direct that information through the appropriate channels. That data can be accessed instantaneously across the company by anyone cleared to view it. If there is particularly sensitive information that only certain employees should be able to access, it can be gated and viewable only by those who have clearance.
With SharePoint architecture, a call center can control information quickly and easily through help desk software. What it comes down to, as with all SharePoint usage, is being able to correlate data in a rapid manner and make it available to those who need it, increasing efficiency for an organization of any size.
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