Do any of your call centers use instant messaging i.e. MSN or similar?
if you do What are the positives? why and the name of the messenger?
if you don’t, why?
instant messenger within a contact centre positive or negitive?
Call Centre Helper Forum » Call Centre Management
(3 posts)
Posted 1 year ago
Answering your question about "names" of instant messaging systems out there, the one at the forefront in business is Microsoft Office Communicator. It's a closed system (so people with an MSN account can’t go an chat with their friends outside of the workplace), it can also offer presence and offers a full audit trail of conversations as well.
Someone asked about this a couple of days ago... Here is the link:
http://www.callcentrehelper.com/forum/topic/dose-you-contact-centre-use-internal-messenger
Good luck.
Gene
Posted 1 year ago
We have Sametime (embedded in Lotus Notes) available
although not everyone uses it.
We had it as a live Beta when the BT fire happened in
Manchester a few years ago, and, it was a lifesaver as for
three days it was the ONLY real-time communications we had
between sites,
In terms of general use, I find it's fantastic for 'quick' questions
where you don't really need to call.
Regards
DaveA
Posted 1 year ago
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