Dose you contact centre use internal messenger?

Hi Ant,

I recently put a business case together for a form of internal messaging called presence based communications. Not only does it allow internal messaging (which is all audited and recorded), but it provides a status for each agent, and their team. it's particularly useful in recruitment and specialst enviornments where calls need to be transferred regurlarly, as it allows the agent to identify an available agent in another team, have a IM chat, if necessary, and then transfer the call. I calculated it would save each agent about 8 minutes per day, and this centre had about 200 agents.

In short, if its santioned by the business, and there are clear policies on how it can be used, then it is a valuable tool. You will probably need to assess how you think it might be used and where it will bring business benefit.

Let me know if you have any further questions.

Kind regards
Gene