There might come a situation where you notice a dip in the performance of the agents handling the live chat software for website. Or you may come across scenarios where they spend more of their time at lunch, restrooms etc. rather than on the systems. This may be a clear indication of the fact that their motivation is deteriorating, ultimately resulting in a degrading performance on the chat portal too.
In such situations, where your chat agents feel all muddled up, make sure that you turn out to be their saviour. You need to ensure that you motivate them right and make sure that they fasten their belts again to put their best foot forward. It is better that you go beyond the professional code of conduct and help them personally on resolving their issues. You need to see that they get the feeling of belongingness once again and get right back on the track. Make sure that you make them feel that they and their efforts are of paramount importance to you.
It is also advisable that you relate to them rather than acting that you are their superior. Also, in case a ff a customer is treating an agent poorly, show your agent you are on his or her side and make it so that your agent does not have to handle this customer again.
So, if you want that the feature of Live Chat Software for Website so incorporated on your portal does wonders, make sure that the personnel so operating it is duly motivated to perform and is appreciated as and when required from your end.
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