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Managing/Supervising w/instant help
Valerie:
We have a 200 seat center, but early on we adopted using a Chat Room for onfloor support. We open a chat room -- depending on how many agents (max 30 per room) -- per shift. The supervisors are monitoring the questions and responding. It not only creates the ability for the supervisor to respond to an associate more timely, but also allows them to answer multiple associates. Other associates also respond when they know the information -- this has expanded our on-floor coach support.
The chat room forum allows us to accomplish multiple goals:
Training
Coaching
Communication
I'd be happy to discuss this with you further.
Linda Whisman
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