Tip 2: Meter Volumes for Designing a Winning Chat Program

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.

See tomorrow’s blog for Tip 3.

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