As managers and supervisors we understand the importance of good e-mail etiquette, but do agents place the same importance on checking e-mails and should the onus be on them or us? Maybe instant and timed messaging is the best way to guarantee agents have the most current information they need to perform at their best.

Unlike e-mail which place the onus on the agent to deviate from their current activities in order to open and read them, instant messaging technology is a far more effective and uniform way to communicate to a group of agents.

Instant or timed messaging are powerful, cost effective tools which allow managers and supervisors to feed key messages to any TV (wallboard) or in the case where virtual wallboard technology has been deployed, to the desktop of any agent. Instant and timed messaging is the most effective way of ensuring everyone in your contact centre has access to exactly the same information as and when it’s needed, and because its available to everyone, no one can use the “I forgot to check my e-mails” excuse.

In addition to instant messages which can be sent to any screen as and when an incident occurs, timed or scheduled messages can be set up to appear at certain times or on certain days.

SIMPLE SCENARIO:

An online retailer receives word that a particular item which has been sold in high quantities may have a fault. The fault is not dangerous and end users are in no danger, but a recall is required and refund will be given. The moment this information becomes available the supervisor responsible for the team dealing with this product line is able to stream an instant message to the TVs (wallboards) mounted in that area, followed by instructions on how to deal with the expected calls. Due to the fact the supervisor receives the same messages on his/her virtual wallboard and can see the TVs (wallboards) mounted in the contact centre, he or she can be confident that the message has instantly been communicated to all concerned, and the need for a disruptive and time consuming team meeting has been removed.

To read more about how Optymyse RT Real-Time reporting solutions can improve your contact centre's performance:

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