Chat management through ACD Skills Based Routing

Chat as a communication means is not as synchronous as a voice call. The responsiveness of an individual wanting to engage in a chat cannot be controlled. This introduces challenges in efficiency of operation while integrating Chat into the distribution scheme of a Contact Center ACD. In a multi-channel environment within the contact center, Chat can be treated on par with telephone inquiries. This makes Chat an equally expensive channel to man and run in comparison to web self-service options.

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