© 2014 Knoah Solutions Inc.
&
Building a Partnership That is Uniquely You
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Chat Agent Management Best Practices
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Chat Environment
Chat is the evolution of Customer Service, Support,
and Sales.
 As the world becomes more technologically connected, chat
allows us the ability to reach out to more customers on their
own schedule. We find a vast amount of chat sessions are from
those at work or not looking to call. Chat is almost always
faster in connecting the customers to an agent faster than
phone IVRs or hold times via phone.
More transactions, lower AHT, and higher utilization from
employees.
 Chat offers a unique experience, one in which the chat agent(s)
can lean on their peers without distracting a customer or
another interaction (no hold times, no background noise, etc.)
 Agents can assist multiple customers at once.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Scope of Workforce
Currently managing two LivePerson accounts
One PFP (Pay for Performance) account with
LivePerson as our partner in generating sales for a
major telecom company.
Another sales program in which we manage agents
for an online Travel deal website.
Challenges
Managing multiple accounts, quality guidelines, and
clients.
High paced / high sales quotas.
Maintaining performance of over 20 direct
employees.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Recruitment
Recruitment is key to a successful chat program.
Key identifiers are:
Chat background a plus! Even avid use of
Jabber/XMB platforms such as social media are
positives.
40+ WPM vital for chat concurrency of two or more.
Call center experience or high-paced sales
environments in previous jobs are also highly sought
after characteristics.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Leadership
As a program grows or even launches on a large scale,
a confident and structured leadership present is vital.
 For every program, a designated Team Leader is important.
One individual should understand and take complete
ownership of the goals.
 Subject matter experts (SME) or senior agents should be
identified early. Our best practice is one SME per 8-10 agents
depending on the workload of the group.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Quality Assurance
Quality Assurance is also important function to a
successful chat program.
 Having dedicated resources for Quality allows leaders to focus
on coaching/training.
 Ensuring agents are consistent and adhering to set processes
and policies diminish the chance of a poor customer
experience.
 We have shown dedicated resources for Quality vastly improve
our CSAT and conversion values as opposed to tasking simply
the leaders with this work.
 We empower our agents to monitor their evaluations weekly,
offer them the opportunity to challenge their scores, and then
follow up with a formal one-on-one.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
QA Evaluation Review – KnoahsARK
 Our
Employees
are
empowered
to monitor
their
evaluations (2
assessments
done) outside
of a formal
coaching,
enabling
them to
notice and
correct their
errors
proactively.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Live Monitoring- Console View
•
•
With the LivePerson console, we have the ability to monitor all live chats, view a
customer’s navigation (web pages visited), and important info such the
customer’s system information and locale.
The console allows us to provide real time coaching and monitoring. When we
coach an agent, they will see text in green which is not viewable by the customer.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Real Time Utilization - Console
The LivePerson Admin Console gives the best possibility of
success with real time feedback by means of:
 Encouragement/Kudos
 Real time coaching
 Guidance with canned messages
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Live Monitoring - Coaching
This chat is an example of where a chat agent was provided with coaching text that
helped clarify the customer’s question and allowed the agent to take control of the
chat and ask for the sale. Ultimately, with the assistance of coaching from a
supervisor, this chat ended with a sale and a positive customer survey.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Live Monitoring – Operator Status
 Real time monitoring tools allow our support team to monitor
utilization, service levels, abandonment, average response times,
and more! We can view these metrics not only at a site level, but
also at an individual agent level.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Live Monitoring – Operator Status
 Break management, individual utilization, and handle times can be
managed in real-time proactively.
 These functions and features of LivePerson allow us to avoid
negative customer experiences and devote our resources where
necessary.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Reporting and Analytics
Reports give our
support team the
ability to deep
dive based on
specific variables
Here is an
example of a
CSAT search.
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Reporting and Analytics – Transcript Archive
 The transcript
archive allows our
team to search
for chats by
operator, date,
time, specific
words or phrases,
survey responses,
and more!
Responsive, Innovative & Award Winning Outsourcing Services
© 2014 Knoah Solutions Inc.
Thank you
Responsive, Innovative & Award Winning Outsourcing Services