More on Presence in the Contact Centre...

A couple of posts ago (see: "Presence, Agent Availability and the practicalities of Contact Centre "), the blog was looking at presence and how it might be useful in the contact centre.

For those not familiar with the concept, presence is a concept of agent state or availability, depending on whether you approach it from the perspective of an ACD (Automated Call Distributor) or IM (Instant Messaging). The development of IP Convergence in the contact centre has brought these ideas much closer together and it's now possible to use this for customer service.

For those interested in the idea, CRMxchange have a good webinar coming up, titled "The Power of Presence for Customer Care: Buddy Lists and (Far) Beyond". You can register here, and it's presented by Ross Daniels from Cisco, who's written a couple of CRMxchange papers on the subject.

It's a subject that's well worth a look.