How Group Chat Can Improve Agent Performance
August 16, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Conversations often include two people sharing ideas, collaborating over new challenges or investigating a solution to a problem. When these two people can’t find resolution on their own, they may bring in other parties. That conversation then becomes a conference call. If the same type of collaboration can happen on a chat, the virtual call center may enjoy improved productivity.
8x8 (News - Alert) offers group chat capabilities in its VoIP phone service that allows collaboration partners to join together to solve a problem or brainstorm on an idea. It helps when a formal meeting is replaced with a chat sessions so those involved can get to the heart of the matter quickly and speed up time to resolution. The same is true if an employee is engaged with a customer in the contact center. In order to gather the information needed without interrupting the customer, a chat session may be needed.
It wasn’t enough to simply offer chat, however. 8x8 wanted to take it one step further with its group chat with spell check capabilities. Now, the Virtual Office Desktop and Virtual Office Online both offer group chat capabilities that make it easy to interact with those offering the information needed to get the job done. The company also added an improved interface that makes it easier to use as it’s easier on the eyes.
Why does this matter? The productive contact center agent spends most of the day interacting with customers and viewing a computer screen. If that screen is easier to navigate and is easier on the eyes, strain and fatigue are easily avoided. In an environment where the daily tasks can take a toll on those sitting at the computer, technology designed to streamline any task can improve productivity and efficiency.
Contact center software for the virtual call center delivered by 8x8 through the standalone Virtual Office Online or Virtual Office Pro provides greater capability to the user. Each solution is considered ideal in an environment where an employee regularly uses the same computer. When a call or chat comes in, information is immediately available to the user as it starts by default when the computer is turned on.
Capabilities through the 8x8 solution won’t be hidden behind browser tabs and alerts or incoming information on new calls can pop to the front of the screen. Plus, the user can have the solution ring simultaneously to both the headset and the computer speakers. It is unaffected by Flash or browser issues and the new design ensures it takes up less space on the screen. Multiple conversations can be consolidated into one window and a history tab keeps all conversations organized in the inbox.
As with any contact center software solution, it must address the needs of the typical agent and create an environment with measurable results. 8x8 set out to do so with its group chat improvements, appealing to the busy call environment.
Edited by Rachel Ramsey