The second tip in our Best Practices blog series about designing a winning chat program, which follows, suggests taking the opportunity to meter volumes. Tip 1 in Monday’s blog encouraged you to consider rules-based chats.
Tip 2. Give yourself the ability to meter volumes, pairing incoming contacts with your available workforce.
- Create triggered and chat-available buttons that can be removed as needed until you are fully staffed to handle the volume.
- Think like a workforce manager to staff for volumes. See Tip 4 on Thursday.