Trusted by leading businesses
LiveDesk is the support and collaborative workspace for contact centres with homeworkers. It provides everything your service teams are used to when they’re in the office, when they’re working from home:
• Support — quickly get help from team members, subject matter experts and “virtual” floor walkers
• Training and 1-2-1s — organise and manage sessions using Teams and Zoom etc with webcams, voice and screensharing
• Bulletins — keep advisors updated on major service and sales issues with alerts and bulletins
• Social spaces — private chat rooms for breaks and socialising
With LiveDesk you’ll also better understand what support people need. And, be able to reuse the great answers and information your team have already created.
LiveDesk is ideal for advisors working with service and sales enquiries over the phone as well as via webchat, social media and email.
As it’s cloud based, super secure and simple to use, its easy to deploy whether you have five or five thousand advisors.
LiveDesk is designed to work with other solutions that your office and homebased advisors use — from Slack and Teams to Zoom and Webex.
Today’s businesses have digitally connected teams spread around cities, countries and even the globe. To support this, new communication processes and systems are required. These need to make sure that everyone has access to the fast-changing knowledge they require to work effectively.
To help your distributed service teams to be “in the know and in the now” we’ve created LiveDesk.
With LiveDesk your teams have perpetual “work spaces” where they can collaborate effectively — whether they’re in the office or at home.
LiveDesk uses familiar ideas such as rooms, breakout areas, keys to get in and office managers etc. Your LiveDesk is always there, but it’s only open during work hours and when key holders (managers) are in.
LiveDesk will unite your teams so they work together on your mission to provide great customer service.
Everything you need to make your digital workplace tick — organised your way
At a glance see who’s available in the office and at home in all departments from service to IT.
For escalations, resolutions or even social. Threads and name stamps make it easy to identify adviser knowledge gaps as well as the speed and accuracy of answers from floor walkers.
Get feedback from advisers in seconds. Use it for everything from checking that critical info has been read to measuring team satisfaction and engagement.
Post important information in an instant and keep everyone up to speed with what's happening across your organisation. Get everyone's attention for mission critical information and updates.
Use Teams, Webex and Zoom, with drag and drop meeting creation with who’s there.
Manage and distribute critical website and intranet links in a single place that is easy for advisers to access.
Arrange LiveDesk pods just the way you want to optimise it for your business and teams.
Service experts that “walk” the office floor and support advisers are a key feature of many contact centres. In LiveDesk, “virtual” floorwalkers support your team through chat pods. Advisors simply add their queries to a chat window and all of your floorwalkers can see them instantly to reply. Experts can keep several chats open at once so they’re not tied up in 1-2-1s. And, spend more time helping and less time walking.
How do you make sure your frontline team has taken on essential information? LiveDesk briefings and communications are delivered through a practical Billboard — making sure your customer service team is always on the same “virtual” page. Alert Broadcasts can also be sent to a team, or a whole contact centre, and appear full screen. Using LiveDesk polling you can also check to make sure that important information has been received and understood.
LiveDesk works seamlessly with the CloudWorks TeamTonic time and attendance solution. So, you can automatically track activities and schedule adherence as well as tag exceptions like sickness, absence or IT downtime. Also, using APIs and workflows, your management team can get real time views of whether advisors are working at the correct times.
Quickly organise ad-hoc and planned meetings with an adviser or your whole team. LiveDesk works with Zoom, WebEx and Teams. Sessions can be screen recorded, as well as logged, for easy retrieval and compliance.
When IT and telephony problems are affecting frontline staff, managers, team leaders and floor walkers will be the first to know. LiveDesk will help you identify problems, mitigate the effects and prioritise fixes to provide better continuity and recovery.
Critical interactions, for example when PCI payments fail, can be assigned their own chat pods so they can be escalated quickly and receive the extra care needed.
Like working in your office, but from home
I don’t know how to resolve this customer query… I need help right now!
We’ve got to let everyone know ASAP.
How do I find the time?
Staying in the know
What’s going on in the office today?
We need to find good answers for everyone… fast!
Getting to know people and making friends
By 30 to 40%
By 1.2 to 3.4%
By 0.8 to 1.2%
By 12 to 15%
Put the fun into working from home with virtual communities.
Provide the information advisors need to cut handling time and increase first call resolution.
Provide better and real time sales support for advisors.
Provide customers with better answers faster and right first time.
Mine support interactions to find why customers are calling so these can be resolved in other ways.
Support from your team for your team every minute of every day.
* after 30 days the first will be automatically billed in your payment information
LiveDesk is trusted by leading businesses
The Sensée and LiveDesk story
LiveDesk is developed by Sensée. We’re the UK’s largest homeworking only outsource customer service provider. We’ve over 1000 advisors helping leading brands from healthcare to financial services provide brilliant service — on calls, webchat, social media and email — every day.
We created LiveDesk to support, engage and unify our homeworking teams. It makes sure that everyone is on the business pulse and has the support they need in an instant.
LiveDesk is also a digital workplace where our people engage and support each other in what we call “Live Management”.
LiveDesk strengthens the bonds between our people and teams wherever they are. So, they work more effectively as well as productively and are never alone when they’re working from home.