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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Live Chat in Sensitive Information Industries – Healthcare and Finance. Why Customers Prefer Live Chat. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience. Moving Consumers from Email to Chat.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.