Friday, September 02, 2005

Integrating web chat into QA Programs

Most of the larger call center quality assurance software programs seem to have all of the customer experiences covered. Phone, Email, and Web chat interactions are all logged, reviewed, and archived.

Web chat, or instant messaging has become an expected component of the customer service experience. Kids in college and high school IM more than they talk on their phones, and they will expect to do the same in the professional world once they join the work force.

Europeans have embraced text messaging on cell phones, and Google has opened up a myriad of services for these people - for example, send Google a text message and receive, in seconds, a Google answer to your query.

I'm not saying that customers will become huge text message support users, but as more people use their mobile phones for instant messaging, they just might.

I am not sure whether IM companies are offering conversation recording functionality, but I am sure they will. Likewise, call recording software will need to include this capability in the near future.

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