Ok, looking at the meeting outline, I can take the first 3 sections (2 minutes each), Tom can take the Introduction of IM piece, and Kelly can do the wrap up.
We also need to come up with ideas for the PowerPoint we use. If we take this breakdown, we could each develope slides for our individual parts over the next few days and get together Sunday or Monday to work at merging them together to make sure the presentation flows.
I think that sounds good. Just let me know what all you want me to do, to divy things up. I can help put the powerpoint together, and get it ready for the presentation.
Here are some ideas of what I think the software should include:
1. Archive feature that steve mentioned earlier. Have it as a button that is easily accessible and searchable. Say if I was talking to Steve, by default if I clicked archive it would search messages from Steve. But would also be searchable by keyword and other individuals.
2. Have the ability to queue requests/questions. For instance, at my job each call center team has 1-2 lead representatives and a supervisor. There is a total of probably 25-30 teams. If an individual has a question, they can submit it to a lead representative queue. That way anyone can answer your question, just not your lead rep. Once a lead rep gets a question, it takes it out of the "queue".
3. A chat room feature, so multiple people can all communicate at once.
4. Ability to send documents and URL links through the chat window.
5. Away/busy messages.
Those are just a few ideas on features that I think would be useful. Give me some feedback, anyone else have ideas?
I think those all sound like good ideas. The only one I would question is the one about having the IM's go to more reps than the lead reps. Could that be distracting? I'm just wondering from my experience as a CSR, when my phone is ringing, etc, I don't want a whole lot of things distracting my attention away from the customer calling. Any thoughts on that?
Also, I can start laying out the power point presentation. If anyone gets some slides created, you can forward to me, and I can start copiling?
That sounds good. Maybe you can start getting a design laid out for the power point, using your marketing expertise.
Let me explain that one chat situationa little better. We definatley don't want anything distracting from the customer call. Here was the scenario I envisioned. The lead reps at my work don't take regular calls. They will get calls transferred and sometimes make call backs. My idea with the chat is, say a regular rep is on the phone with a customer. They have a question, but their lead rep (there is one per team at my work) is on the phone, away from their desk, etc. The rep actually sends an instant message to a queue instead of the individual person. That way, any of the lead reps in the entire department can answer. They would get a notification, and then one of them could go in and "take" the chat session, which would keep someone else from answering.
Basically, just how like customers get queued into a phone line when they call in, we are queuing chat questions from our reps to lead reps.
That actually reminds me of another idea. The software can actually incorporate itself into the "Request live chat" feature on a customer's web site. So if a customer is at a website, they can request live chat and it will go through our software and assign the next available customer service representative. And they will show up as OUTSIDE - Tom or something like that so it is obvious it is a customer.
I definately understand what you mean about sending the message to a queue rather than an individual. I'm working on a Six Sigma project at work that is dealing with our customer service area. One of the things we have to do is increase the knowledge base of the help desk. If we had the ability to put a question into a queue for our senior researchers, someone knowing the answer would be able to respond. Basically giving the CSR the knowledge of the entire staff. That sounds like a great feature to me.
Ahh, Six Sigma, I remembre reading about that in one of my management classes.
I think we got a lot of the features out of the way, unless anyone else wants to add something. So i started thinking about why someone would use it. I mean, why would someone choose our product and pay ofr it, over using a free product such as AIM or Yahoo Messenger. Here are a few ideas I came up with:
1. Our product is used only internally. This protects our computer systems from outside sources. Items such as viruses/malware that get spread on AIM. Also, it wouldn't allow for someone to talk to their best friend all day at work.
2. The archive features is huge.
3. The chat queuing and ability to integrate web chats also helps.
Any other ideas of why our product is better then some of the other ones out there?
A key feature would be that the server is housed within the companies intranet, so there would be no way someone could use it as a backdoor into the network. Using the free IM products, all of the communications would go out via the Internet to the IM servers, where anyone could potentially be able to access them.
Along the same lines, the archived chats could be stored either on the individual's PC or on the central server, each with its own advantage. By storing on the individual PC you are not taking up space on the server. Storing the information on a central server gives the ability for others to learn from the call.
Ok, I understand the routing of the IM now. We have a smaller CS department, with 12 reps, 1 supervisor, and 1 manager. I was thinking how it being put in que and maybe pop up on other CSR's screens, it would be distracting, but now I understand putting the message in que for the lead reps only. That works! Thanks for the clarification. Kelly
One thing I mentioned earlier, but should bring up again. I am going to be trying to do some screen shots fo the chat application. Any suggestiosn as to what each chat window should have exactly?
I'm guessing an archive button, the chat window, a buddy list, maybe a search list (for people)...any other suggestions?
13 comments:
Ok, looking at the meeting outline, I can take the first 3 sections (2 minutes each), Tom can take the Introduction of IM piece, and Kelly can do the wrap up.
We also need to come up with ideas for the PowerPoint we use. If we take this breakdown, we could each develope slides for our individual parts over the next few days and get together Sunday or Monday to work at merging them together to make sure the presentation flows.
Does that sound like a plan?
Steve
I think that sounds good. Just let me know what all you want me to do, to divy things up. I can help put the powerpoint together, and get it ready for the presentation.
Here are some ideas of what I think the software should include:
1. Archive feature that steve mentioned earlier. Have it as a button that is easily accessible and searchable. Say if I was talking to Steve, by default if I clicked archive it would search messages from Steve. But would also be searchable by keyword and other individuals.
2. Have the ability to queue requests/questions. For instance, at my job each call center team has 1-2 lead representatives and a supervisor. There is a total of probably 25-30 teams. If an individual has a question, they can submit it to a lead representative queue. That way anyone can answer your question, just not your lead rep. Once a lead rep gets a question, it takes it out of the "queue".
3. A chat room feature, so multiple people can all communicate at once.
4. Ability to send documents and URL links through the chat window.
5. Away/busy messages.
Those are just a few ideas on features that I think would be useful. Give me some feedback, anyone else have ideas?
I think those all sound like good ideas. The only one I would question is the one about having the IM's go to more reps than the lead reps. Could that be distracting? I'm just wondering from my experience as a CSR, when my phone is ringing, etc, I don't want a whole lot of things distracting my attention away from the customer calling. Any thoughts on that?
Also, I can start laying out the power point presentation. If anyone gets some slides created, you can forward to me, and I can start copiling?
Thanks!
Kelly,
That sounds good. Maybe you can start getting a design laid out for the power point, using your marketing expertise.
Let me explain that one chat situationa little better. We definatley don't want anything distracting from the customer call. Here was the scenario I envisioned. The lead reps at my work don't take regular calls. They will get calls transferred and sometimes make call backs. My idea with the chat is, say a regular rep is on the phone with a customer. They have a question, but their lead rep (there is one per team at my work) is on the phone, away from their desk, etc. The rep actually sends an instant message to a queue instead of the individual person. That way, any of the lead reps in the entire department can answer. They would get a notification, and then one of them could go in and "take" the chat session, which would keep someone else from answering.
Basically, just how like customers get queued into a phone line when they call in, we are queuing chat questions from our reps to lead reps.
That actually reminds me of another idea. The software can actually incorporate itself into the "Request live chat" feature on a customer's web site. So if a customer is at a website, they can request live chat and it will go through our software and assign the next available customer service representative. And they will show up as OUTSIDE - Tom or something like that so it is obvious it is a customer.
Tom,
I definately understand what you mean about sending the message to a queue rather than an individual. I'm working on a Six Sigma project at work that is dealing with our customer service area. One of the things we have to do is increase the knowledge base of the help desk. If we had the ability to put a question into a queue for our senior researchers, someone knowing the answer would be able to respond. Basically giving the CSR the knowledge of the entire staff. That sounds like a great feature to me.
Kelly,
I'll work on my PowerPoint slides for the first 3 sections today. Hopefully I can get them to you sometime this evening.
Ahh, Six Sigma, I remembre reading about that in one of my management classes.
I think we got a lot of the features out of the way, unless anyone else wants to add something. So i started thinking about why someone would use it. I mean, why would someone choose our product and pay ofr it, over using a free product such as AIM or Yahoo Messenger. Here are a few ideas I came up with:
1. Our product is used only internally. This protects our computer systems from outside sources. Items such as viruses/malware that get spread on AIM. Also, it wouldn't allow for someone to talk to their best friend all day at work.
2. The archive features is huge.
3. The chat queuing and ability to integrate web chats also helps.
Any other ideas of why our product is better then some of the other ones out there?
A key feature would be that the server is housed within the companies intranet, so there would be no way someone could use it as a backdoor into the network. Using the free IM products, all of the communications would go out via the Internet to the IM servers, where anyone could potentially be able to access them.
Along the same lines, the archived chats could be stored either on the individual's PC or on the central server, each with its own advantage. By storing on the individual PC you are not taking up space on the server. Storing the information on a central server gives the ability for others to learn from the call.
Ok, I understand the routing of the IM now. We have a smaller CS department, with 12 reps, 1 supervisor, and 1 manager. I was thinking how it being put in que and maybe pop up on other CSR's screens, it would be distracting, but now I understand putting the message in que for the lead reps only. That works! Thanks for the clarification.
Kelly
One thing I mentioned earlier, but should bring up again. I am going to be trying to do some screen shots fo the chat application. Any suggestiosn as to what each chat window should have exactly?
I'm guessing an archive button, the chat window, a buddy list, maybe a search list (for people)...any other suggestions?
One thing just hit me...
What hand outs are we going to have for the participants?
Somehow I think we were supposed to set up the blog to share information with the participants. Please tell me I'm wrong about this.
We can definately give out the blog address. We'll see how it interacts with our presentation later in the week.
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