managing live chat team


How to build, train and measure your customer service team for peak performance

The Ultimate Guide to Managing a Successful Live Chat Team

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Chapter 4

Intro: Track and Measure Your Live Chat Team

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved. As a manager, it is your responsibility to assess your company’s KPIs and use your findings to make any appropriate adjustments to your live chat team. But with so many performance indicators to consider, how do you know where to begin?

You will learn:

  • Which must-watch KPIs will be most useful to the ongoing development and improvement of your live chat team
  • How to incorporate them into an ongoing performance plan that will ensure the optimization of your live chat experience.

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