While using the right contact center technology is important – it’s just as important to implement automation that helps ease agents’ workloads. Since Conversations is based in the cloud, all agents need is a desktop, laptop, or smartphone and they’re ready to provide support anytime, anywhere. You can also enable agents to work from anywhere. In addition to leveraging message delivered and read receipts, you can keep track of your agents’ time to resolution, average hold time, CSAT, and more. Using WhatsApp through Conversations also gives you insight into real-time analytics to help you make data-driven decisions.
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