BT identified webchat as becoming the most popular channel for future contact centres in their report; SuperAgent 2020: The Evolution of the Contact Centre. With live chat increasing in prominence as a customer service channel monitoring webchat performance is crucial to stay ahead.
Scorebuddy’s quality assurance tool can be used to monitor webchat in the same way as it’s used to monitor phone and other channels; easily. Using Scorebuddy will reduce any customer service manager’s task load and save them time.
The rest is done automatically; storage in reports, score given to agent. Although face-to-face feedback cannot be given through Scorebuddy the ability to add comments, give kudos points, have fail all sections and message internally means that digital feedback is prominent reducing review times.
It’s imperative to know which channels you are excelling at and which need more attention. When training is being prepared knowing the specific areas that need to be addressed vastly improves the results that can be gleaned from training.
Here’s ways you can use Scorebuddy to compare channel performance;
Need some advice on your webchat offering? Read our blogs; The What, Why and How of Live Chat or The When and Where of Live Chat and How to Improve it.
For more information of monitoring webchat with Scorebuddy take a free 30 day trial and receive expert advice on quality scorecard design for free as part of the trial.
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This blog has been updated in July 2019
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