Impact of adding Chat services to the service desk

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Impact of adding Chat services to the service desk
We are currently considering adding chat services to the service desk offering. How does this impact the calculations on the erlang calculator? Would the number of agents increase or decrease?


Call Centre Helper

New channels will increase overall demand
Adding Live Chat would typically see you needing to increase the number of advisors by 5 - 10%.

Basically you can handle two Live Chats at the same time, but the average handling time is about twice as long as a phone call.

Adding extra channels will tend to increase overall demand as you are making it easier for people to contact you.

These two articles should be useful

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