With this system, agents can complete the form while continuing to chat with regular or potential customers. The system is simple and convenient to use and it ensures that incoming calls will be handled in an expedient manner. Through chat, a supervisor can communicate in real-time with agents by typing a message. Most importantly, the agents can communicate in real-time with their teammates. Supervisors can increase their communication with agents, and their monitoring effectiveness, by using real-time communication via the computer.
Agents can contact one another to assist each other in conducting business.
By using chat, the agents can type messages to each other instantaneously while remaining logged into the dialer and computer. In addition, chat creates a channel of opportunity for personal communication between agents. They can talk to one another about such things as lunch plans, performance opportunities and product questions. It's also a good supervisory tool. Managers can have running conversations and coach agents while the agents are on the phone with customers.