Internal IM System's Impact on AHT, FCR, etc.

1 Answers

Nov 16, 2009

Hello, We are thinking about implementing an internal instant messenger system similar to mindalign for internal forums and communication. Does anyone have any insight regarding the impact of internal IM on call center metrics such as AHT, first-call resolution, etc.? We are looking to build a case and need to know the impact on such things. Dan

– Dan Nelson

Answers

Magnus Larsson Posted at 12:00AM on Nov 30, 2009

Hi, we are using IM a lot at our contact centers. On scenario is IM between our WFM/Real-Time monitoring team and our teamleaders/operation managers. The questions handled there are often regarding skills, priority, changes in schedules, etc. IM is also frequently used between agents where bits of information/help is provided. IM is also great to give all the agents the same information if there is something special happening with call volumes, as an example.

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