What would you do to improve your agents’ efficiency when working with chat messages?

You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.

What would you do to improve your agents’ efficiency when working with chat messages?
A . Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
B. Create text messages and send them to each agent so they can copy and paste them when needed.
C. Store a pre-created message as a whisper tone, for chats, that will be sent automatically
to anyone communicating via chat.
D. Have each agent copy and paste their initial chat message into a text file so they can access it again later.

View Answer

Answer: A