Will Skype Transform the Contact Centre?


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Richard McCrossan explains that there are 3 immediate benefits that Skype can bring to your contact centre.

Skype is free and, until recently, it was used by its 300 million+ users primarily for personal use as an online platform, enabling them to make face-to-face video and voice calls from almost any device, as well as instant message.

Now with Skype part of Microsoft, it is set to become mainstream – and the Contact Centre will be one of the markets that will benefit.

But rather than change your contact centre to incorporate full video calling, why not start with three of the easiest and simplest Skype services that can bring immediate benefits to your contact centre.

1. Use video to show advertisements or offer tips

The use of Skype for video calling could be beneficial for companies – even if they don’t opt to use it for face-to-face customer service.

During a call, companies could use the video opportunity to show advertisements or offer tips to the customer.

This could also be useful if customers are on hold or queuing waiting for an agent – and would replace “hold music” to provide something much more useful and entertaining.

2. Broadcast when you are available to chat

The technology used by Skype broadcasts when you are available to chat, which is great for customers as they will be able to see whether your contact centre is open or closed.

Richard McCrossan

This saves your customers wasted time trying to connect with you on Skype and waiting for a response while you are closed, which could frustrate them.

3. Make use of the instant messaging service

As well as voice and video calling, Skype offers an instant messaging service, which makes it much easier for customers to get hold of your customer service department directly from any device.

And if a customer has contacted you via instant messaging and then attempts to video call you at a later date, you will be able to see the previous conversations as Skype interconnects these services.

With thanks to Richard McCrossan at Genesys

Author: Megan Jones

Published On: 19th Nov 2014 - Last modified: 12th Dec 2018
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