Director of Customer Service and cofounder of Communicate Better Blog, Jeremy Watkin recently contributed a guest post on the International Customer Management Institute (ICMI) blog. In the post titled “Chat Metrics For Those Of Us That Don’t Like Chat Support,” Watkin confesses some of the reasons he doesn’t like chat support. While it is convenient for customers, it is sometimes difficult to manage in a contact center environment.
In his post he suggests some of the key metrics for contact centers to pay special attention to, drawing from his experience running the contact center at Phone.com. Key statistics include:
- Average Handle Time
- Average Speed Of Answer
- Concurrent Chat Time
- Offline Chat Requests
He concludes the article by reminding the reader to never forget about the quality of chat support. It is critical to survey customers and read and take action based on their responses. Click here to read the full article.