The task of how to determine the number of chats a contact center Brand Specialist can handle at a time is a function of several elements, including the quality you want to achieve and the complexity of the chat type. That’s the topic of Tip 3 today, as we continue to lead you through our Best Practices blog series this week, 5 Tips for Designing a Winning Chat Program. Yesterday, Tip 2 focused on giving yourself the opportunity to meter volumes.
Tip 3. Determine the Number of Chats per Brand Specialist.
- Design your chat program around interaction types, such as sales questions and customer service.
- The right formula considers concurrency, complexity and quality.
- Lower chat concurrency drives higher quality.
- Most programs consider between two and three chats as the optimal blend of cost, quality and service.