eBook

Agent Guide: Get the Best Customer Service Metrics in Your Team

For many live chat agents, it’s not enough to be well-versed in customer service techniques. To be a truly effective live chat operator, agents also need to pay close attention to optimizing their metrics – whether it’s average handle time, customer satisfaction, first contact resolution, or sales figures.

This eBook contains all of the hints and tips live chat agents need to start improving these statistics. If you’re a manager or team leader, this eBook is also a brilliant way to give your agents some fresh ideas to allow them to improve the metrics you care about most.

The chapters included in this eBook are:

  • How to Reduce Your Average Handle Time Fast
  • Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey
  • One and Done: How to Optimize Your First Contact Resolution Rate
  • Sales Tips and Tactics: How to Up Your Game When Selling to Customers

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