E-support

Does anyone have statistics on the percent of web visitors who engage in chat? Thanks.

We are developing a social media strategy in our contact center (we are an online retailer), and would like to hear about other organizations' approaches and practices. Thanks in advance for your assistance!

Our firm is about to establish chat as an offering. We would like to know if there is an industry standard for chat as it relates to the following three KPI metrics: Service factor equivalent Abandonment equivalent Occupancy equivalent My ICMI training in 2004 did include standards for chat on this topic; please advise, thank you. Further reading suggestions would be appreciated.

I am under pressure from upper mangement to gather industry standards on web chat utilization within a call center, despite me assuring them that not all call centers are created equally. Does anyone have any metrics they would care to share on how many chats your associates are taking at one time? Are they handling calls at the same time as chats? How do you determine occupancy with multiple simultaneous contacts? How do you integrate chats with calls and emails while maintaining 80/60 service levels on phones and 80/30 on chats? Thanks

We are a Financial Company and receive a lot of calls from people having trouble logging onto their accounts online. I am looking for some metrics to compare ours to. Does anyone track and willing to share what percent of their service calls come from callers having problems with website login? We are kicking off a project to hopefully fix this problem and trying to sent a success metric for the project. Thanks for your help

I manage a small multi-channel customer service department. Can you provide an key statitical data and performance strategies for small call centers?

We want to test contact center candidates for their written skills as we are planning to move chat and Email support from dedicated teams in to the contact center as we implement multimedia queuing. We are a small 40-seat center with limited resources. Does anyone have experience with this, and any recommendations?

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.

Can someone help me in calculating the utilization of an email agent? Thanks and regards, Pradeep D

Is anyone offering web call backs to customers? In my center, we handle calls, emails and chats and are considering offering the option to schedule a call back. I can understand the benefits to the customer, but what about to the organization? What are typical response times (5, 10 minutes, immediate, etc)? How do I determine staff needed? What are typical metrics measured? What happens with customers who don't answer? What hardware/software is required? Considering small centers face particular challenges, would adding this channel do more harm than good? Any insight into this topic is appreciated.