How to Manage Multiple Support Agents in Live Chat Without Chaos

“The day your second support agent joins is the day chat support either gets dramatically better — or visibly falls apart. There’s no in-between. The difference comes down to whether you set up assignment and routing before it happens, or after.”

When you manage multiple support agents for the first time, it sounds like it should make things easier. More hands, more capacity, faster replies. And for the first week, it usually does.

Then a customer messages with a billing question. Two agents see it at the same time. Both start typing. One sends a reply about a refund, the other sends a completely different reply about upgrading their plan. The customer is now more confused than before they reached out — and your team looks disorganized in front of someone who was trying to give you money.

More Details for click here: https://blog.chatlivo.com/manage-multiple-support-agents/