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  • 1.  Chat best practices

    Posted 10-18-2018 16:12
    We are getting ready to start implementation of Chat and I was hoping for some best practice suggestions.  

    Would a rep that currently handles live calls also handle incoming chats or should we have dedicated reps who only handle chat?
    How many chat sessions would one recommend assigning to a rep at a time? 
    Any tips or tricks from experience that anyone is willing to share?

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    Niki Mason
    Our Sunday Visitor
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  • 2.  RE: Chat best practices

    Posted 10-19-2018 11:15
    ​Hi there,

    Our chat reps handle 4 chats, and are also members of our email queue.

    We do not put them on live calls as that would take priority, and would mean the chats are live, but waiting for the CSR to finish their call.

    hope that helps!

    Therese


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    Therese Moorhouse
    Pacific Blue Cross
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    Original Message


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