Businesses always look out for newer and more efficient ways to improve the productivity of their contact center agents. In order to provide a great customer experience, they want to make their customers’ waiting time shorter by using acronym features in their daily operations. For this, they may analyze the types of queries they’re receiving and may figure out the common ones that can be resolved by a standard resolution. For queries that require a standard answer, businesses provide their agents with some templates and educate them to use these templates.
With this enhancement, an agent would be able to send standard messages to customers for their common queries across all the social media, email, and other chat channels. Acronym feature will now function in improved ways:
- There will be a list of acronyms for an agent to search through, to get the right acronym in no time.
- There will be keyboard shortcuts for acronyms
This enhancement in the acronym feature will ensure shorter chat handling and ticket resolution time while easing agents’ work with no need to remember acronyms.
