I'm concerned about how we will handle training post initial launch. Currently, we have the ability to utilize 6 Customer Service training agents in our chat provider. They are able to log into our production chat account (not take up a seat) and accept chats from our preproduction website without risk of taking a production chat or interfering with anything in production.
While in our chat tool they can view and observe ongoing chats taken by live agents / browse around and become acquainted with the actual chat account settings.
How can I manage training? Will I need to start a trial every time a new training class is scheduled?
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