Margie Meacham's Discussions
IM as a means of communication for virtual help desks
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Started this discussion. Last reply by Robert P. Brock Jul 29.
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it works well. The best practice we learned is not to open it up to the rest of the world, yahoo, aim, etc.
Our center uses "Jabber" aka Psi v0.12, for 1:1 and group chat. If a rep needs to ask for help with a customer call, s/he just connects to a lead, supervisor, or other designated expert for assistance. If the call needs to be transferred, this helps…
I am interested in some best practices around the use of IM instead of voice for help desks, particularly in a distributed or virtual setting. I am not interested in contacts from people selling software or hardware. I just want to know if anyone is…
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- Meacham Learning, LLC
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- Job Title or Area of Expertise:
- Training, Adult learning, Education
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Training the virtual Work at Home Agent
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