Poll – At What Point Is Webchat Quality Compromised?


The majority of contact centre professionals agree that 2 webchat sessions is the maximum any one agent can handle before quality is compromised.

Poll – “In your opinion, how many chat sessions can one advisor be working on before service quality is compromised?” – answers

1 Session – 9%
2 Sessions – 45%
3 Sessions – 39%
4 Sessions – 7%
5+ Sessions – 0%

Source: Call Centre Helper Webinar Poll – Webinar: Best Practices for Voice, Email and Webchat     Sample size – 122     Date: September 2015

Published On: 20th Jan 2016 - Last modified: 26th Jul 2016
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