Feb 22, 2010
We are smaller customer support center (20 FTE) mostly handling inbound calls, customer emails, and more recently live chats. We anticipate seeing a significant increase in our live chat queue in the near future and this may result in more agents needing to simultaneously handle an inbound call and a live chat customer. Would appreciate hearing from others who have agents doing this and how succesful it has been or any suggestion you may have. We do not want the quality of customer service or our ASA times to drop.
– Sabrina
