Call Center Agent

InstantService? Releases New Chat and Email Management Features to Enhance Integrations and Agent Administration

InstantService™ Releases New Chat and Email Management Features to Enhance Integrations and Agent Administration

Seattle, WA (PRWEB) November 16, 2005

InstantService, a leading application service provider of online customer communications, today announced the release of exciting new additions to its popular chat and email management solution. New Integration Panels and more Optional Data Fields have been added to enable seamless integrations with other applications, including CRM and knowledge base solutions.

“This new release provides an easy way to exchange InstantService session data with other applications to enhance the workflow of chat and email used for online sales and customer service,” said Mike Lande, CEO of InstantService. “We are very excited about its potential, and we look forward to working more closely with our partners and customers to streamline and synchronize our customer communications technology with other solutions.”

Additional features simplify the creation and management of large numbers of agents with new Agent Role and Agent Team concepts. Enhanced Chat Session Monitoring, Custom Agent States, and new reports provide a better assessment of agent productivity.

To learn more about the new features available in the InstantService Fall ’05 release, please visit http://www.instantservice.com/chat to chat with a sales representative.

InstantService New Feature Highlights:

Integration Panels

This feature permits the exchange of customer, agent, and session data to third-party web applications. Each Integration Panel displays the application’s output and interface in one of several embedded panels within the Agent Console interface. A JavaScript API allows for easy delivery of data from the web-based application back to the Agent Console.

Agent Roles

The Agent Roles feature enables permission settings to be defined, saved, and then assigned to one or many InstantService agents at once. If a pre-defined Agent Role is changed, all agents assigned to that Agent Role assume the same changes. This feature greatly simplifies the administration of different InstantService user types, such as agents, supervisors, developers and account managers.

Agent Teams

The Agent Teams feature enables department assignment and rights settings to be defined, saved, and then assigned to one or many InstantService agents at once. If a pre-defined Agent Team’s department assignments are changed, all agents assigned to that Agent Team assume the same changes. This feature greatly simplifies the administration of different InstantService user skills, such as sales, support, and management.

Custom Agent States

InstantService’s Custom Agent States feature allows managers to define five additional states of agent unavailability (such as “At a Meeting” or “Out to Lunch” or “On the Phone”). The Custom Agent States feature also provides a new Agent Availability report for enhanced assessment of agent productivity.

Additional Optional Data Fields

Twenty Additional Optional Data Fields have been added to the InstantService system. A total of 26 Optional Data Fields are now available. The Optional Data Fields allow integration of additional customer data into the InstantService Agent Console and Reports. Each optional data field can be assigned a custom Optional Data Label, as well as a “Read-Only,” “Display-Only,” or “Hidden” attribute.

Agent Typing Indicator

The Agent Typing Indicator informs the customer when the agent is typing a response. When this feature is enabled, a customizable text message appears in place of the Agent Image in the Customer Chat Client when the agent is typing. The Agent Typing Indicator enhances the customer’s chat experience and reduces chat session abandonment while agents are typing long responses.

Enhanced Chat Session Monitoring

The Enhanced Chat Session Monitoring feature provides a new status column to indicate whether chat sessions are “In Progress” or “Completed.” Managers can monitor “Completed” chat sessions and choose to end them if agents are taking to long to close them. InstantService will log chat sessions closed by monitors.

Account Usernames

Account Usernames allow companies to define their own agent naming convention. InstantService’s Account Usernames need only be unique to the company’s account, reducing the possibility of matching usernames and username inconsistencies within an account. Call centers with multiple InstantService accounts can maintain agents with the same username across all of their accounts.

About InstantService

InstantService offers an integrated suite of live chat, email management, knowledge base, website analytics and lead capture solutions designed to increase online sales and improve customer support while reducing contact center costs. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers — the first step of customer relationship management.

Over 300 companies, recognized for their commitment to customer service excellence, trust InstantService’s scalability, security and performance. Clients include America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi, and Venus Swimwear. InstantService is based in Seattle and has been in operation since 1998.

PRESS CONTACT:

Rusty Williams

Public Relations

206-336-7015

press@instantservice.com

###

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ABS CBN – TV Patrol Report on HIV Cases on Call Center Agents

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Winning @ Call Centre: Confessions of a Calling Agent N

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Time Management Practices of Call Center Agents

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Working as a call center agent requires a totally different lifestyle, especially for those working the night shift. Call center agents on graveyard shifts report experiencing difficulty in setting up a routine of establishing working hours and sleeping hours. Agents face a lot of biological, medical, and psychological challenges when working on night shift and rotating schedules.

However, a lot of customer service representatives and technical support representatives manage to overcome the challenges, allowing them to stay in a call center company for long periods of time.  Proper time management greatly helps agents in coping with the constraints of the job.

One evident challenge that call center agents face is getting their bodies to adjust to a new sleeping routine. The body normally sleeps at night and wakes up at day, but call center agents working the night shift have to do the opposite. This not only makes sleeping more difficult, it also affects their social lives, as they won’t be able to talk to family and friends during daytime.

A call center agent must set aside personal issues when at work. Being positive while on the job is difficult when one is distracted by personal issues. Not only do personal issues affect an agent’s overall performance, they also affect the integrity of the entire company as a whole.

A call center gives equal opportunity to single and married applicants, or to young and old ones. In fact, quite a number of call center agents are married men and women who struggle a lot in balancing time for work and for family. It is important to set priorities first and find ways to make the most out of available time. Proper management of tasks eliminates overburden of work.

Wherever you are, may it be at home or at work, physical presence should go along with emotional and mental availability. Family bonding and playtime with kids are proven effective stress releasers. Unloading household chores by hiring a helper and talking to a friend regarding personal problems helps in coping up with the extremes of this demanding call center job. A balanced work and life is possible through proper time management.

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