tag:blogger.com,1999:blog-5117534724629008937.post5569044190660278054..comments2023-10-06T10:51:17.909+01:00Comments on European Contact Centre blog: Presence, Agent Availability and the practicalities of Contact CentreAlexhttp://www.blogger.com/profile/18217099467788588375noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-5117534724629008937.post-80659304298976283942009-02-13T14:19:00.000+00:002009-02-13T14:19:00.000+00:00Hi Lance,Thanks for the comment, much appreciated....Hi Lance,<BR/>Thanks for the comment, much appreciated.<BR/><BR/>I think you're right, that 'call' (or IM) routing by key phrase may well be the future. I suspect i will look something like the IM routing that you described, combined with co-browsing (where you want to screen share) and the ability to switch to voice at will. The last is quite important, as a lot of people aren't so comfortably doing a lot of typing for an IM interaction.<BR/><BR/>Best wishes,<BR/>AlexAlexhttps://www.blogger.com/profile/18217099467788588375noreply@blogger.comtag:blogger.com,1999:blog-5117534724629008937.post-68230680413640677212009-02-13T14:06:00.000+00:002009-02-13T14:06:00.000+00:00Hi,presence is much like the average/below average...Hi,<BR/>presence is much like the average/below average callcentre poorly implemented.<BR/><BR/>It is entirely possible to have presence linked to support team groups, sales groups or knowledge specific groups.<BR/><BR/>I have seen wonderful examples of this where a contact request web form is parsed for key words and then an IM session via a web app to a member of a support team is established. I would love to see it gain more ground in call centres for financials etc.<BR/><BR/>It would be nice to have a direct contact in my IM client to my bank. I ask a question and someone answers, based on the content of my query.<BR/><BR/>LanceAnonymousnoreply@blogger.com