Monitoring agent activity / recommend more / less staff / hoops
Using web analytics to analyze the proactive chat
Review pro-active effectiveness.
Develop more robust auto / suggested responses for agents.
Recommend / author Knowledgebase content targeted at agent
Review surfacing of agent Knowledgebase. As part of self-help system
Review / implement proactive chat based on customer profile / issue
Compile present analytics / reporting using embedded RNT (software) tools
Review / address CSAT surveys / transcript responses
Recommend performance improvement areas
Review hoops effectiveness and recommend alternative / additional hours and agents.
The ideal candidate should have experience working and optimizing pro-active chat, lean / six sigma experience, analytics experience and drive collaboration across multiple stakeholders.
Pls contact Abhranshu at 958491 7778 for more details