It was once, many moons ago, back in the 90s, that the web was a place of simple content. Filled with stale information like directories and dictionaries, the world wide web was largely a home of facts and content. Over the last dozen or so years, the Web 2.0 Generation has changed all of that, bringing the Internet to be truly inter-operable and inter-active and certainly a lot more inter-esting.
Chatting is one of most compelling ways that the Internet has become interactive. When I had problems with my HP Printer recently, I logged onto their site in search of a 1-800 number, before I could hit the contact us button, I was taken by a chat live with tech support button. Business to consumer chat is about proactively engaging visitors on a website with Push Technology. Push technology operates whereby a Chat TeleWorker may actually take control of ones screen by pushing content or images.
Lets say you long onto Banana Republics website, you're looking around andsuddenly a chat-worker takes over a small box on your screen hi, can I help you today? you say, sure I¹m looking for the new orange sweater¹ and just like that, the agent can push the orange sweater, price, details, size, right onto your screen. Whether answering a question which requires sending the site visitor a product photo, a brochure, a price list, or a page on a site. It is the equivalent of hands on selling, but over the web.
Chat conversations are always recorded and archived, so the Webmaster may always go back and review the interactions of the Chat TeleWorkers. Chat TeleWorkers can handle an unlimited number of Chats simultaneously, or mark busy if at full capacity. Chat can also be used by different departments within a company. For instance, one chat client can be used for Sales, another for Customer Service, and a third one for Technical Support.
Clearly this chatter revolution will encourage the interactivity of the web, with the ability to make every site crafted, just for you.
Going Virtual, Way Cool
Anytime you call 1-800 anything you are calling a call center. Your call might be directed to Salt Lake City, to the Philippines or to India, but it is likely going to a brick and mortar facility at a great expense to the company at hand. A call center is any sort of telephony operation handling sales, customer service, inbound or outbound needs of a company.
Dialing for Dollars Making the most of your Call Center
Predictive dialing is perhaps the most advanced telephony function in modern day call centers.By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%.
From Call Center Blues to Call Center Green
Like many old school call centers, TeleWorkers are required to sit in brick and mortar facilities, in cubicles, in neon lighting and for perhaps a dozen hours at a time. The Wall Street Journal reported a few months ago, the average call center employee duration is 90 days.
